Pre-authorisation Revoked Day before Admission

An official complaint to an email I have now received at 18:00 for a hospital admission for tomorrow morning at 10:00 that is now retracting my approved authorization and placing it on hold. I have been trying to get an authorization number from Discovery since Monday midday (it is now Wednesday evening) and have been in touch with 5 different agents in the process, all of whom have advised something different or requested different information from me.

After finally receiving authorization this afternoon, the email now states that they are now requesting the name of medication being used, and the method of sedation selected, for an MRI for my 3 year old son.

The method of sedation has been advised by our Paediatrician, whose knowledge and experience I trust to be in the best interest for my son and far supersedes your knowledge and advice.

Quite frankly your agents are poorly trained and poorly aligned if the process and information is not standardized across this request.

An MRI of a young child is NOT an unusual exercise. This is something that I'm sure occurs every single day throughout South Africa. What should be an easy and seamless process has turned into the most unpleasant and infuriating correspondence.

Considering the incredibly high premiums we pay for your service, this makes me want to cancel and move to another brand. Terrible service in what should be an easy and standard process!