Pathetic service, lack of feedback and utter disregard for clients

Good day Recently, I have been experiencing bad service from all departments at Discovery Health. I am not too sure if you guys are understaffed or if its just lack of training; but something just doesn't seem right. Be it a claim or an enquiry - there is just no feedback & members are being inconvenienced.

I was recently hospitalized and it was pre-approved. My plan has unlimited hospital cover, if I am at a network hospital and that was the case. The ICD-10 Code sent for the authorized hospital admission was D50.9 (Iron deficiency anemia) - due to the severity of the anemia, the hospital gave an iron infusion. Then, the hospital claim for the iron infusion was declined. You further asked for the admitting Dr. to send a motivational letter for giving an iron infusion and to provide blood results to motivate why it was done. These documents were sent and the pathologist report distinctively shows critically low iron levels. The hospital sent the requested docs on the 6th of October, no feedback was received. A follow up email was sent on the 18th of October and again no feedback was received.

Your processes are frustrating & what is even more frustrating is the lack of feedback and stress you bring to your members. This statement in your website should be removed as it is a lie "Discovery Health Medical Scheme is South Africa's most-loved medical aid. Discovery Health Medical Scheme gives you complete peace of mind that your healthcare is in good hands at every stage of your health journey." You are not the most loved, everyone has complaints. I have no peace of mind and I certainly do not feel like my healthcare is in good hands.