Refund frustrations.

I am very upset with the way that Discovery handles refunds on claims that members paid.

My daughter went to hospital on 03/02/2020 but we could not get auth from discovery as my husband needed to supply them with a debit order form. I was told by discovery that we could make payment and then they would refund us the money.

I have submitted the invoice with the statement that shows the payments we made to discovery on 05/02/2020 by uploading to their website. they then loaded the payment to be paid to the hospital. They can clearly see that we already made payment. When I phoned to find out why they are paying the hospital, they said that because we did not attach our payment slips they were making payment to the provider. I was informed that I must send them proof of payment. I did send proof of payment on the 07/02/2020 via email. I now phone them just to hear that I did not provide them with the invoice again and that it must all be together.

They have the invoice, statement and the payment receipts but it is still a problem for them to pay. the lady on the phone said that she will forward the receipts and see if they accept it without the invoice (which they already have and loaded).

This will take another 2-3 days to see if they accept it.

i am really upset and frustrated. If I was told all the information from the beginning, it would be a lot easier. Why must I keep on submitting documents that discovery already have.

Why is it that I have to struggle to get my money back but they are quick to take their monthly installments.