Pathetic Service

Orinea Ngobeli’s Cochlear implant journey with discovery

Membership number:***

Dependant:04

It is still with great frustration and disappointment that I write this email to you about this matter that is affecting my child's wellbeing and my wellbeing too. Firstly I had to fight with you regarding the approval of my daughter's op . After calling discovery several times to confirm if the cochlear implant procedure is covered and I was advised all is well. My child had incomplete sets of implants due to non-payment from you, despite numerous follow ups, to date the bills has not been completely settled I’m sitting with a big short fall that none of discovery members brought to my attention during my calls to check if all is covered for, instead I was told all is under control. I have sent the out of hospital cover application form in October 2024 requesting for radiologist and speech therapy cover since those are now the main areas we have to concentrate on after the implant, but till date there is no communication from discovery.

The radiologist bill from and Dr’s bills for the op was not covered by discovery, however the hospital stay is covered.

· Who was discovery expecting to check if the device is operating well and setting up the frequencies after such a big operation, myself?

· There is a chronic benefit offered by discovery (Don’t you think it is logical to add radiologist service and speech for cochlear implant candidates?)

· When I followed up about the doctor's shortfall bill of R198 000 , I was told the doctor was advised he is not on the discovery map, however when I called to confirm if all will be covered it was never brought to my attention instead I was told all is well.

· Please go back and listen to the calls I had with discovery for evidence.

· I am now threatened to be blacklisted by doctors because of issues that could have been avoided

A representative from the complaints department called after my first complaint and promised to investigate the matter and get back to me, till date I have not received any communication.

Discovery Can my matter be given the urgent attention it requires for the sake of my child. Does discovery not understand that this is a life and death situation?

It is truly disappointing that at our time of need after being a loyal paying medical aid member for years with Discovery, Discovery failed us.

2025 I downgraded my medical aid because I didn’t see a point of paying a fortune and getting 10% worth of service.

What a pathetic service.