Poor Service, No feedback and pathetic Discovery Brokers.

Where to Start...

On the 15th of Feb 2023 one of my teeth broke and I needed to go for a filling. At the dentist they informed me that Discovery will cover this visit to the dentist and the repair of the tooth. however, there is other teeth that needs attention as well.

On the 15th of Feb. Quote received from the dental practitioner. I forwarded the quote to my "Discovery Health Broker" for assistance. This, to make sure that the correct "codes" is used and what will be covered by "Discovery" and what will I need to pay and or what will be payed from my Medical Savings account.

Still to date. "06/03/2023 as at 09h07" No replay nor feedback from Forum Makelaars.

So I called Discovery myself on the 23/02/2023. After going through the quote with the Discovery Health consultant. giving her all the "codes" on the quote as it was given to me. She advised me that two of the procedures will be covered by Discovery as I get "1 Cleaning every second year" and some other benefit every second year" and the rest will be payed by my medical savings. An authorization code was given to me that needed to be used for the procedure.

Procedure was scheduled for 03/03/2023 at 10h30. "Happiness" I'm getting somewhere!

On 03/03/2023 at 08h35 I called Discovery to enquire about the two "2" procedures that they are covering so I can pay the rest myself at the dentist so I don't use my medical saving. Reason behind this is that, I have monthly meds that is payed from the medical savings fund as they are not part of my chronic conditions. Spoke to one of the Discovery Consultants, gave him all the "codes" again only to be advised by him that none of the "codes" is covered by Discovery Health and that all of it will be paid from my medical savings as Discovery does not cover any dentistry procedures. however, thy will cover them if it was a in Hospital procedure. and as my procedure was in the dentist room. Discovery Health does not cover any dental work. So what happened to the 2 "two" covered procedures was confirmed with the consultant on 23/02/2023?

The consultant advised me. The only thing he can do from his side is to as the consultant that issued the authorization number to give me a call before my appointment at 10:30 on 03/03/2023. This never happened.

Needless to say. I had to cancel the appointment with the dentist. Reasons being that I don't know what to budget for and not wanting to exhaust all of my Medical saving all at once especially so early in the year.

so after looking at all of the options available to me. "bearing in mind that I have terrible tooth pain to the extend that I cannot eat anymore. Paying over 2000K a month towards a medical aid and still need to pay out of pocket on some of my day to day medical needs and to top it all off, you as the "Valued Client" need to call and follow up. Costing you TIME and Money that is in this day and age something not all of us have to splash around.

So after paying a medical aid to a "ONCE TO PREMIUM" medical aid company. I ended going the a state hospital dentist.

Today 06/03/2023 at 7h42 I received a call from a Discovery agent. She apologized and said sorry so many times that it does not even matter and felt so hollow as it was in there training manuals or something. Apologies does not fix anything. Actions does.

I'm only get a monthly salary at the company I work for. seams like the "old" middle class in SA is now the new "poverty class".... best part of my experience is realizing that this big "ONCE Superiors" medical aid company does not care about any of this. you are only a number, and that's it.