Poor customer service and ZERO sympathy

My wife activated her maternity benefit on the Keycare Plus Plan

Baby was born on the 31st March 2020, we had the baby check up 12 May and the dependant was not loaded as yet and we had to pay R700 which was okay , to date my son has still not been loaded and i eventually sent an email to stop the application and i put him on my Profmed medical aid.

They called my wife saying they need a birth certificate even thou we had a lockdown in SA , they also wanted her to physically sign the form to add him to the medical aid, when we called the call center we were advised we could use you email signature, with ID as per the email we received from the consultant which we did and then the next day we received a call that the form is invalid as she did not sign it, when we said we did the electronic signature as per the consultant email attached it fell on deaf ears.

So she is due her 6 weeks check up which forms part of the maternity benefit which she activated.

She was discharged on the 2 April 2020

As the gynecologist could only accommodate us 20 May 2020 , based on the fact that we had a national lock-down ( because of the pandemic we all facing) .

which is a few days over the 6 weeks DISCOVERY will not pay for it, they want us to go see a GP and then get a referral letter to go see the gynecologist as they want to safe guard the specialist fees.

bear in mind we must pay the R450 consultation our-self which is manageable , DISCOVERY will rather pay a GP consultation and then pay for a specialist consultation cause one is a few days late on a 6 week appointment because they are not sure that the late 6 week appointment is due to the COVID 19, when i asked if the Gynae could email a letter to confirm i was told no.

i call the call center and spoke to Ravino who is client relationship manager and he could not assist.

So i pose the question if my wife was on the Coastal Saver Plan,Executive Plan,Essential Delta Comprehensive would the same apply and he could not answer as he dont deal in that department.

Because this medical aid is via my employee and we are 2500 staff plus across province i will share my experience with them about Discovery as well via my HR as its my duty to inform my colleagues of the terrible services.

So if you see i had to daughters but my husband said i must take them off and put them on his medical aid, I will also be cancelling this medical aid as soon as i can because i am held liable for a late appointment which is not my fault , going to a GP also exposes me so i will not do that as well.

So i will also join Profmed with my husband