The authorisation number fairy tale

<p>Unfortunately I am forced to write a review on this site because no luck using the phone-in help desk. My wife had cancer a number of years ago and decided to go for reconstructive surgery. So the surgery submitted the surgery plan to Discovery with all the correct procedure codes and ICD-10 codes and we received an authorisation number. Then after the surgery they submitted the claim with matching procedure codes and ICD-10 codes. One would think that is fine, not? No, now Discovery is giving us the run-around and throwing words around like "modifiers" and keep on rejecting part of the claim. I've phoned Discovery help desk numerous times to get this sorted, every time I have to explain the whole story from the beginning, there is no-one at Discovery that takes ownership of the problem. I was on the phone last week with them for an hour, we had the surgeon's office, the help desk operator (let's call her Emma "I'll phone you back"), myself and a person from the claim escalation department in a conference call, all having a nice chat, with the end result that the claim is re-send for reprocessing. Every time this happens I have to wait up to 5 working days to hear the result, and guess what, the claim was rejected for the exact same reasons. Do the Discovery departments even talk to each other? And Emma "I'll phone you back" never bothered to phone me back. I even left her a message yesterday to phone me back - guess what happened? I think I'm catching an illness myself, it's called "I'm sick and tired of dealing with the Discovery help desk". Just process the claim, today, not in another 5 days time. It's been more than 3 months I've been waiting for you to get your act together, I think I waited long enough.</p>