Refunded the Healthcare Professional AND NOT THE PATIENT

Dear Discovery

I submitted a claim, that I paid, through my regular channels, ***, something I have done almost weekly since the inception of my medical aid. The invoice submitted showed a balance of R 0.00, which means that the invoice was paid and I am now looking for a refund. Discovery took it upon themselves to refund the Healthcare Professional and NOT the patient.

I called Discovery on Wednesday 21 May and was told I could send my credit card statement as proof it was paid. No credit card receipt was provided by the healthcare professional, as they have a YOCO machine linked to a cellphone and so, no slip is printed. I explained this to the person at Discovery who assured me my credit card statement would suffice.

I then downloaded a credit card statement from my bank for the period in question, but redacted my credit card account number and amounts of other purchases, but highlighted the purchase in question for this healthcare professional. According to the Personal Protection of Information Act, I am well within my rights to redact the information that is not relevant to the case. Why should I be forced to provide my credit card details to Discovery and open myself up to theft and *****.

I then got a phone call on Thursday 22 May from a representative of Discovery to say all my documents had been received and the claim would be refunded in a few working days.

Today, Friday 23 May 2025, I get the most revolving letter from Discovery telling me that I must now resubmit my FULL credit card statement as well as a laundry list of other things in order to even remotely try and get the money back. After being told yesterday, all was good and well and in hand.

Discovery Health, I am NOT required to provide my personal account information to you. This was YOUR mistake. YOUR staff did not read the documentation and take the proper and correct action.

All I was told on the phone today was, we can't help you and I must call the healthcare provider and get my money back... HOW DARE YOU DISCOVERY you should be ashamed.

I am absolutely disgusted by the way Discovery has handled this and am absolutely mortified at this point to be a customer of an organization ,who really couldn't care.