Unfair treatment of a loyal customer.

Good day dear Discovery Claims team,

I am writing to inform you that my claim for dental work was rejected incorrectly.

My husband submitted a claim at the exact same practice for the exact same treatment and received R611.20 from Discovery.

This is the third time I am filing for this. Each time my claim is rejected I am receiving a different reason as to why it has been rejected.

I urge you to investigate this matter. I called in advance to this treatment, to have a Discovery agent explain to me what will be covered by Discovery and more than half of what has been rejected in my claim, are treatments that the agent stated my plan type will cover.

Please see the below attached invoice for the claim, as well as screenshots of the previous rejected claims for the same case.

I have no issue with taking this matter further if not dealt with fairly. Misinformation amongst your agents is something you as a company need to handle internally.

It has been widely reported that there is a high customer dissatisfaction with Discovery due to questionable professionalism from your customer service agents, which includes your administrative team.

In these trying economic times, I am beginning to understand why many customers are complaining and leaving Discovery. As a previous customer of Momentum Health, I have not received such service before.