Poor Service - Discovery Health Medical Aid

I Have been with Discovery Health for over 10 years, and my service has just gone from bad to worse.

I have been waiting nearly 8 months to get authorization for a simple arthroscopy procedure for my dependent. I have phoned the complaints department, I have spent hundreds of rands on airtime (i am pay as you go) phoning the call centers, and each time i get told, your case is at forensics. I have received numerous reference numbers, but still no answers. All my doctors, including my GP and myself have had to complete pages upon pages of forms. Then I got kicked off the system and received an automated response that said my dependents surgery is not approved!!! When I phoned to query why I did not get authorization, they told me not to worry about that, it is an automated response that is generated by their system, that kicks you off if your case is taking to long!!!!

Since February we have exhausted our Medical Aid savings, as we have had to get countless numbers of pain medication, and anti inflammatory medication because my dependent has been suffering. His other knee is now starting to cause problems, because he is compensating for the pain.

He is not sleeping at night, and it is now affecting his work! He needs his knee's to work because it is how we make a living!

What i also do not seem to understand is that, at the beginning of the year i took an UPGRADE on my medical aid, and since then the service has been beyond poor.

I have also gone through our consultants (Alexander Forbes) who have told me that they will be able to assist in authorization, and after countless emails back and forth, we are faced with the same story! Oh, it's at forensics!

I feel like I am being treated like a ********! In over 10 years I have NEVER missed a payment! It was said that the medical aid has been trying to contact me, and they have not been successful. I have asked for proof of this, but have to date received nothing!

I am also waiting for an answer from their complaints department for an online form that I filled in months ago!

I am at a loss for words on how I have been treated. I cannot understand why in 8 months I have still had no answer, but they are still happily taking my money every month!