refusal to upgrade

Unable to upgrade my medical aid plan I was diagnosed with melanoma at the end of November 2022 after doing a biopsy at my dermatologist. The next few weeks was an absolute rollercoaster ride of events/scans. tests and emotions. here are the facts - 17 November 2022 - punch biopsy and advised that it might be melanoma 21 November 2022 - received test results - malignant melanoma(full staging not possible at this stage) 28 November 2022 - Met with general surgeon and plastic surgeon 29 November 2022 - scan for sentinel lymph node biopsy. 30 November 2022 - surgery - wide excision of melanoma and sentinel lymph node biopsy. CT scan 5 December 2022 - test results back - cancer had spread to lymph nodes. 7 December 2022 - check up on wounds from both surgeons. And met with oncologist - staging confirmed as Stage 3B. Biopsy to determine BRAF status done as well. Different treatment options and recurrence and survival rates discussed as a broad spectrum. We were waiting and hoping for BRAF positive results as this would be a more affordable treatment option. we were encouraged to chat to a broker as soon as test results became available to decide what plan would be best. 10/11 Dec treated for infection and admitted for treatment in hospital 13 Dec - MRI 28 Dec - PETSCAN 30 December - meeting with oncologist to discuss all test results - BRAF was still not in which is important to decide treatment plan. afternoon of 30 Dec 2022 we received update that it was BRAF neg and treatment plan would be adjuvant immunotherapy treatment x 18. we had no one to discuss the options with as all brokers we knew were on leave. It was also the last business day of the year. having to process a cancer diagnosis, surgery and various testing and then the shock of an affordable treatment option which we were more covered for changing last minute of 2022.We needed to investigate and speak to someone to advise what would be the best cover option .During all of this we were under the impression that this could still be done early January 2023 when I contacted the call center - as all brokers were still unavailable I was just shut down with sorry you cant. the consultant said her team leader also said no. this is quite emotional and draining on me and my whole family. I sent messages to people to ask questions. My oncologist sent me a motivational letter - which nobody is interested in. I phoned again, asked to escalate my request. I was told again that it had been declined. When I asked to speak to the team leader or management I was told that consultant first had to inform them about my situation, which unfortunately made me think that the matter had not been escalated at all. We phoned again - asked for escalation - the consultant first did not want to transfer us to a team leader or supervisor as it was still declining. Eventually we were transferred to a team leader who informed us that the request had been declined from higher up. They would send us a letter so we could upgrade with a new window for April....we still waiting for that, which makes me believe again that its all nonsense. and if we can upgrade for April, why not now?

All I wanted was to upgrade and take care of my health - I have been a member of Discovery for over 15 years. I missed the cut off as I did not actually know it was for the 31 December and I only received news at end of 30 December of treatment indicating I would have to look into better cover.

Please don't just decline - I need someone to actually look into the timeline of events and make the change so I can move forward with my treatment.

Regards

Melissa Jacobs