Revolting Customer service from the Authorisation Department

Dear South African Citizens

I am writing to express my revolting experience offered by Discovery for a premium price with their Essential Smart.

On 30th of October 2023 my fiancé was admitted by her doctor at Mediclinic. The hospital spent over 4 hours desperately trying to get authorisation from Discovery's head office, only for them to bounce us from one call centre agent to another while she stews in her unmedicated excruciating pain.

This is a medical matter that required immediate attention. To our astonishment, we have been waiting for almost five long hours, with no definitive response to authorize or decline the admission. Instead leaves a patient in tears, medical assistance.

After numerous attempts by myself, and the hospital I still have not received any conclusion or reasoning or authorisation for why Discovery would rather watch one of their own customers suffer in pain like this when we they done nothing but pay and adhere to all the policies requirements.

I fully intend to change Medical’s aids after this instance. Government institutions have a better turn around time than the ******** behaviour displayed by discovery.

Sincerely, Bradley Innes