PMB condition ignored – urgent eye surgery delayed despite consistent medical aid payments

My grandmother has had an extremely frustrating and distressing experience with Discovery Medical Aid. My grandmother has a PMB condition and urgently requires eye surgery. She is losing her eyesight, yet Discovery is refusing to authorise payment for the procedure, despite her medical aid being paid consistently and in full. We spent over an hour on the phone, being transferred from one department to another with no clear answers, absolute pillar to post treatment. Eventually, we were assisted by a consultant named Bilqes, who was rude, dismissive, and unhelpful, especially given the seriousness of the situation. The lack of empathy and professionalism was shocking. This is not a cosmetic or optional procedure, it directly affects my grandmother’s quality of life and ability to see. PMB conditions are meant to be protected, yet Discovery is placing unnecessary administrative barriers in the way of urgent medical care. It is deeply disappointing that a medical aid provider of Discovery’s stature would treat elderly members and their families this way. We are exhausted, stressed, and still without authorisation for critical treatment.