Very disappointing experience with Discovery Prepaid Health

I purchased a Discovery Prepaid Health doctor voucher for R300 which included a consultation and medication. I made the purchase through the Discovery website because the system showed a doctor located only 1.3 km from my home.

I then booked an appointment online through Discovery and received an SMS informing me that I would be contacted once my appointment with the doctor had been secured. However, I never received any further communication.

I eventually contacted the doctor myself, only to be told that she was no longer part of the Discovery Prepaid Health scheme.

I then contacted Discovery to find out what was going on. Discovery confirmed that the doctor was, in fact, no longer part of the scheme.

This is where I find the situation completely unacceptable.

I purchased the voucher based on the information provided on Discovery’s own website The reason I chose and purchased the voucher was because there was supposedly a participating doctor just 1.3 km from my home. Had the website correctly reflected that this doctor was no longer part of the scheme, I would never have purchased the voucher in the first place.

I was then told that I would have to travel more than 30 km to see another doctor, including travelling to areas where I do not feel safe. I explained this to the Discovery consultant and requested a refund because the information on Discovery’s system was the reason I made the purchase.

Despite this, Discovery has refused to refund my R300

I find this extremely unfair. I have still not seen a doctor, and my entire Friday was wasted trying to resolve an issue that was caused by incorrect and outdated information on Discovery’s own system.

I understand that doctors may leave a healthcare network, but Discovery has a responsibility to ensure that the information displayed on its website is accurate and up to date\. Customers should not be encouraged to purchase a healthcare voucher based on the availability of a doctor who is no longer participating, only to then be told to travel 30+ km to find another doctor.

If there had been no participating doctor in my area when I was looking to purchase the voucher, I would simply not have bought it.

I am extremely disappointed with how this matter has been handled\. I believe Discovery should take responsibility for the incorrect information on its platform and refund the R300 voucher especially since I have not used the consultation or received the medication.

Discovery, this isn’t about the R300. It’s about the principle and the inconvenience caused by inaccurate information on your own system.