1 reviews | Active since Nov 2012
Re: Query *** - MailRef#*** – Request for Reassessment
Good day,
I trust that you are well.
Thank you for your feedback regarding Query *** – MailRef#***. While I appreciate the response, I must express my disappointment with how this matter has been handled. As a long-standing Discovery member, I am concerned by the lack of empathy and support in a situation that directly affects my health and quality of life.
A CPAP device is not a luxury item—it is a medically necessary device used to prevent serious and potentially life-threatening conditions. Given the contributions paid to the medical aid, it is reasonable to expect full reimbur*****t for essential, life-preserving equipment. Offering only R17,000 toward a device that directly impacts a member’s wellbeing is deeply concerning.
Adding to this frustration is the perception that Discovery prioritises executive compensation over service delivery and patient care. For reference, the article below highlights significant executive earnings, which raises fair questions about priorities when basic member support falls short:
https://businesstech.co.za/news/banking/840719/discovery-bank-ceo-scores-r60-million-payday-over-r20-million-more-than-his-boss
It is also sad to hear that the medical practitioners are being paid below par while the executives receive increases.
While executives earn substantial salaries, clients and staff appear to struggle to receive adequate support. This sentiment is reflected publicly, with Discovery currently receiving low customer satisfaction ratings on platforms such as HelloPeter.
At this stage, I am already in the process of exploring alternative medical aid options for myself—and recommending that others do the same—based on the lack of empathy and unwillingness to fully support essential medical needs. I am, however, still hopeful that Discovery will resolve this matter in good faith.
I am requesting that Discovery settle the full outstanding amount for the CPAP device. Should this matter be resolved appropriately, I will gladly remove my public complaint and continue my membership with confidence. I truly hope to see positive and constructive feedback, and a resolution that reflects the values Discovery claims to stand for.
Kind regards, Hendrik de Vos
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
I received a call yesterday regarding my case, and was informed that there is apparently nothing that can be done and that I should lodge an appeal.
During the conversation, I was advised to undergo an EKG, and when I asked who would be responsible for the cost, I was told that it would be for my own account.
I find this reasoning quite concerning — the EKG is even more expensive than the CPAP machine itself. It seems unreasonable that I am expected to bear additional costs in order to appeal a decision that already affects my access to essential medical equipment. It is disappointing that a company that prides itself on serving its clients appears to make processes more difficult and costly for members who genuinely need medical assistance.
I hope you can urgently review this situation and provide a fair and compassionate resolution.
Kind regards
Hendrik de Vos
I received a call yesterday regarding my case, and was informed that there is apparently nothing that can be done and that I should lodge an appeal.
During the conversation, I was advised to undergo an EKG, and when I asked who would be responsible for the cost, I was told that it would be for my own account.
I find this reasoning quite concerning — the EKG is even more expensive than the CPAP machine itself. It seems unreasonable that I am expected to bear additional costs in order to appeal a decision that already affects my access to essential medical equipment. It is disappointing that a company that prides itself on serving its clients appears to make processes more difficult and costly for members who genuinely need medical assistance.
I hope you can urgently review this situation and provide a fair and compassionate resolution.
Kind regards
Hendrik de Vos
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
I trust that you are well. I have followed the correct procedures, but I am deeply disappointed in how Discovery has handled this matter and the lack of care shown toward its clients. Given that my condition is life-threatening, I will not be pursuing an internal dispute any further. Instead, I will be escalating this matter to the Council for Medical Schemes for formal review.
Kind regards.
Hendrik de Vos
I trust that you are well. I have followed the correct procedures, but I am deeply disappointed in how Discovery has handled this matter and the lack of care shown toward its clients. Given that my condition is life-threatening, I will not be pursuing an internal dispute any further. Instead, I will be escalating this matter to the Council for Medical Schemes for formal review.
Kind regards.
Hendrik de Vos
Please check your emails for final feedback from us.
Regards Discovery Health Servicing Team
Please check your emails for final feedback from us.
Regards Discovery Health Servicing Team
Please be advised that I have submitted the matter to the Council for Medical Schemes (CMS) for
investigation.
Kind regards,
Hendrik de Vos
Please be advised that I have submitted the matter to the Council for Medical Schemes (CMS) for
investigation.
Kind regards,
Hendrik de Vos
Thank you for taking time to give us your feedback.
Regards Discovery Health Servicing Team
Thank you for taking time to give us your feedback.
Regards Discovery Health Servicing Team