Poor service/response

I sent healthinfo an email on the 15th April requesting assistance for my daughter in obtaining additional cover following a severe car accident in December 2018 when she was 5 years old. I received a reply on the 22nd April (***) but it (a) comes from a noreply email address so I cannot respond with further queries and (b) does not answer my questions and actually raises more questions. I cannot understand why Discovery made only one attempt to contact me telephonically.

My daughter suffered a severe brain injury in a car accident and Discovery are making it so difficult and complicated to get her the treatment she needs. I have now had to stop all her therapy until funding can be sorted out. Discovery is now directly causing medical harm to this child.

In my email, you did not answer some of the simple questions I asked like: 1. Given that the claim against the RAF is underway, is there a way to extend the Trauma Recovery Benefit that expired at the end of 2020? 2. If not, can I submit a separate Application for additional al****, the****utic and psychology cover form for each the******? Do they have to be submitted as one application? 3. She will need to be assessed by her new speech and language the****** before she is able to complete the Application for additional al****, the****utic and psychology cover, how will this be paid for (as the Al**** limit has already been hit)?

Furthermore, now the agent says that we can apply for PMB out of hospital cover but fails to explain anything about it, for example: For which therapies? What condition codes should be used? Who has to make the diagnosis for a condition code? What limits apply? Can it be backdated?

Instead, most of the email is copy and paste from documents I already have. Why can I not get clear answers to these questions? Please send me the contact details of someone who can: (a) Answer all my questions regarding PMB and Al**** extender cover (b) Can explain Discovery’s position regarding the panel attorneys and the RAF case and your position in respect of providing cover. (c) Explain under what rationale the TRB is not extended further. Given you have her entire history and the severity of the injury – what is the medical basis for terminating this cover and why cannot it not be continued if the child still needs, nearly daily, therapy? (d) Actually get proper medical cover for this child sorted out.