The Worst of Discovery Health

My family has just experience the worst of Discovery Health. My son underwent two major surgeries in the last two months. After two weeks of home treatment by the Physio, both the Physio and the Surgeon agreed that he should be admitted to a rehab facility. The surgeon wrote the motivation somewhere around the 19th of March. The rehab facility requested for authorisation from Discovery more or less the same time. For two weeks Discovery couldn't issue the authorisation. Every time we call either someone from Durban, PE or Pretoria will answer and give three common excuses we have heard the whole week, 1) the information requested was sent to the wrong email, 2) we need a report from the Doctor, the Physio, the Hospital, even though the patient was at home, 3) we have escalated this to the case manager, 4) its gone to the committee for approval.

At this point I am not even sure what the following means in Discovery's world, 1) we have escalated this as urgent to the case manager, I probably had this statement 4 times today alone. My wife was given the same statement every single day she called in the last week. 2) I will call you back with the feedback in hour. I don't know what the Discovery Call Centre agents take us for. Knowing fully well that you can't call them back and hold them accountable, they make you a promise to call you back to get you off the line and that's the end of it. Next time you call someone else will answer from another corner of the country. Only today after threatening to go and cause a scene at the glass building in Sandton was the issue eventual resolved. This is absolutely pathetic for a company like discovery.