Shocking communication and administration to health care providers on spinal care network

Complaint that has not been attended to. Failed promises made by Discovery to make contact and resolve this query.

It is unfortunate that we have had to resort to this platform but feel that we have exhausted all avenues of communication with discovery and are now just being stonewalled. This is a complaint regarding the administration of the spinal care program. We are approved providers of physiotherapy on this network and have been struggling since March 2022 to have claims processed.

There have been countless phone calls and emails back and forth and it's been "escalated" so many times to team leaders and higher management but despite the acknowledgement that the problem is on their side (linking the claims to the health ID) nothing has been done.

This is beyond frustrating and completely unacceptable service. Every email says we can expect a response in 3 to 5 days but it's been months and no joy.

We are urging anyone competent from Discovery to make contact and resolve the problem.

...

Unfortunately the dispute has not been resolved despite numerous calls back and forth. The discovery representative that was assigned to the case was not knowledgeable about the problem and kept transferring the call to other people. It is complicated in that the claims are rejecting because of a software interface discrepancy. What we see on the health ID does not correspond with what discovery sees. We have sent emails with screenshots and the person acknowledges the error but nothing is done. It's a software issue. And due to this the claims period keeps expiring but nothing can be done from our side. Claims are submitted on time. Can someone who has mandate to resolve this please contact us.