Title: Ongoing Negligence by Discovery Health – Unfair Treatment, Emotional Distress & Unresolved Billing Issues for Over 2 Years

I had two & a half years experience, in the level of negligence, disorganization, and poor treatment that I have with Discovery Health. I’ve been a loyal member for years, and since leaving my employer nearly three years ago, I’ve endured nothing but stress, frustration, and emotional exhaustion due to Discovery’s continued failure to properly manage my account.

After transitioning to paying via debit order, Discovery began trying to debit absurd monthly amounts—anywhere from R16,000 to R19,000—for a single member on the Classic Saver plan. Each month, my account was suspended without justification. I had to call monthly to reactivate it, each time waiting over an hour, being passed from one agent to the next with no resolution.

Despite switching to EFT payments (as advised by their own agents) and sending proof of payment more than 22 times to the correct email address, my payments were still not allocated correctly. Every month, I received a new excuse and a new reference number, but no solution. The administrative chaos on their side caused constant suspension of my account and left me without reliable medical cover.

Things escalated when I visited my dentist for a routine filling and check-up. A few months later, I was threatened with legal action and handed over to a debt collector because Discovery had again suspended my account. I was forced to pay over R1,400—including penalties—out of pocket just to avoid further damage to my name.

Then, in January, I was informed—for the first time—that my medical aid had been completely stopped since June of the previous year, despite the fact that I never missed a payment. They claimed their system didn’t allocate my payments, yet I had consistently sent proof. If I had needed emergency care during that time, I would have been left with no coverage, completely unaware.

Eventually, Discovery admitted their system was at fault and began an “investigation” to reimburse me for the months I paid but had no cover. After hours on the phone, they still insisted that I owed them R7,700 in clawbacks for services I barely used before finally issuing a partial refund. Even their own agents seemed overwhelmed by the mess they created on my account.

In an attempt to reset everything, I requested a new membership number, hoping to put an end to the suspensions. Instead, they registered me as a new member, and now, because of their own errors, they’ve placed a 12-month waiting period on certain conditions— the procedure i need is not even on that list but that i need urgently.

It’s been almost 6 weeks, and despite multiple appeals, my request for authorisation has been denied or ignored. Discovery refuses to correct my membership record to reflect their own documented issues. Instead, I am treated as though I’m trying to commit ***** when I’ve been a paying member under severe stress for years.

Their refusal to take accountability and their constant deflection has put my health at risk. The emotional toll of fighting to fix their mistakes—for over two and a half years—is immeasurable. I’ve spent countless hours on the phone, sent endless emails, and done everything possible to cooperate, yet I am still being punished for their negligence.

It is completely unacceptable that I am still paying for medical aid, but being treated with suspicion and denying critical care. Discovery Health needs to take urgent responsibility, fix my membership record, treat me fairly, and authorise the procedure immediately. Enough is enough.