Utterly disgusted with the arrogance of Discovery Health

I am utterly disgusted with this poorly constructive benefit by Discovery Health

Historically after my ‘day to day’ benefits were depleted, I was able to get three doctor consultations.

During Covid this benefit was changed to ‘Connected Care’, I have had endless problems and I honestly believe this benefit is designed not to help us.

Before I explain, I would like to add that I am a qualified IT professional, but even I find this service very challenging and customer-centric.

• One needs to be tech-savvy and have internet access to make use of the service. (Most people of not have access) • The benefit also requires us to be screened at one of the clinics before being able to be seen by a doctor. It’s almost impossible to get an appointment • When using the Connected care portal, one can find themselves browsing for hours to find an available doctor. (Because you must go into each doctor’s calendar to look for time slots) • Once you do find a doctor and one required physical consultation, the doctor then refers you to another doctor, that depended on if there is an available doctor. (this could be a day to two days) • I’m also advised that a member can only make use of the online extender benefit if you have R0.00 saving balance, this means that if you have for example a R7.50 balance one will not be able to use this service.

Post-Covid- I cannot understand they Discovery still forcing us to use this Connected care online service that is clearly not working for most people.

On Monday I visited a doctor who is part of the Connected Care program. I’m not able to get an online consultation, but I have able to see the doctor. Historically Discovery would pay this from the ‘extender visit benefit, now I need to pay for this consultation.

I’m not happy about this. I believe millions of people are being disadvantaged by this system, something that is designed to discourage us from getting help.

Greetings Office of the Ombudsman,

Please see my email to Discovery, I would really appreciate it I can get guidance on how to address this matter. (I believe a lot of hard-working South African are being taken for a complete ride by this arrogant business)