Terrible Customer Service and Lack of Compassion

Discovery really has no compassion and are shocking in terms of customer service. They like to pose as the best but in reality they are not.

In 2013, I had a pituitary tumour that I had to have emergency LIFE SAVING surgery for. This affected my eyesight as well as caused serious LONG TERM problems in terms of my hormone production and essentially my HEALTH. I have to be on hormone replacement therapy for the rest of my life for basic functioning of day to day life. At the time, Discovery initially didn't approve the medication and treatment required. But after complaining through Hello Peter, they eventually approved the medication, MRIs and doctor visits etc that is required as a prescribed minimum benefit.

I had to move off Discovery onto my employers medical aid scheme (Nedgroup), and Nedgroup approved the treatment required. In 2021, I moved back to Discovery (onto my wife's medical aid) as I left my previous employer.

In 2020, I received terrible news once again that my tumour has resurfaced and had to be rushed to hospital during the lockdown (essential surgery). This once again was traumatic and had a bigger effect than before.

I've reached out to Discovery over the last 6 months and it feels like I am banging my head against a brick wall. Basically, after filling out forms and getting the run around at Discovery, I am still to get the appropriate answer. I have provided them with the following: - Form from Neurosurgeon - Form from Endocrinologist - Motivation letter from Endocrinologist confirming that I require the medication for basic functioning (Ovitrelle, Cortisol, Euthyrox ect)

This was sent to them and all they have done is increased the treatment but have only approved the Cortisol for medication purposes. This is unacceptable as they firstly approved this the first time and Nedgroup approved this without this run around.

I am writing this out of frustration as I feel I have exhausted all options with Discovery. It seems that there is a call centre agent just sending generic emails rather someone with knowledge of the situation having a proper and in depth look at this. This needs to be escalated into the right channels at Discovery - the medication prescribed and motivated by my Doctor has obviously not been sent to the right people who have insight on my condition and understand the medical condition.

I really feel they lack compassion and are incentivised to lowball you as a customer rather than have your best interest at heart. This seems so counter intuitive to all the messages that they post and how you expect such a progressive health insurance company to dealt with its clientele.