Trying to slyly sidestep responsibility

I am once again dissatisfied to be passed off back into Discovery's archaic claims systems by the CORPORATE OFFICE, to deal with this complaint, which has NOT BEEN RESOLVED!

The arrogance to do so is very telling of Discovery's approach to customer service. In my many years in the medical Scheme industry it has been a standard of practice to deal directly with the escalated member until resolution of the concern. Apparently not at Discovery.

The claims codes in the documents they sent me contradict each other and say the balance will come from available savings, and then another code says it is out of my pocket. Yet another says it is settled at my chosen rate, WHICH IS COST!!!

It is ridiculous to expect a layman to understand what is being said with these contradictory codes, which one is even right, and I will not sit on the call centre AGAIN to be told incorrect information nor go through an extended process as THIS is the reason why we ended up in this mess to begin with.

I want clarity on the 2 claims and when and what will be paid by Close of Business from a human being in a telephonic conversation. Just because I consented to a corporate office lady to getting an email ONCE because of clashing diaries preventing a phone conversation is not consent to send me emails all the time. Especially when they are nothing but a burocratic cop out of doing your job.

Somebody call me back!

Kim Mapley

PS this claim situation is completely apart from my ongoing query regarding the sections of the act referred to in your initial correspondence. I am perplexed why this knowledge is not at your fingertips considering the speed with which it was invoked.