1 reviews | Active since May 2009
What a frustrating mess get your claim refund
<p>I was referred to a neurologist by my doctor, after being admitted to hospital. Later I received an email from Discovery stating that I have R3270 to use for any consultations, scans and further investigations in order to establish a diagnosis. I phoned the call centre several times to: 1. change the doctor I was assigned 2. Change the time period which I had to use the funds (as practically every neurologist in South Africa is booked up months in advance, and Discovery only gives you one month to use the funds- very strange). Each time I called in to confirm if my appointment R1500 and anything that needed to be done would be covered as long as it was within the R3270 threshold. Each time the agent confirmed it would be. One of the agents went as far as saying that "you can use all the funds however you please, it's yours". I recently spoke to an agent at the escalations department enquiring why the claim for my EGG scan was rejected (R650), she advised that she didn't have the claims in front of her- which is strange because I sent everything together. This begs the question, why does the escalations department not get all the information needed, in order to make a call that is intended to solve a problem? She further advised that R1500 plus an amount of R595 had been paid into my account. I couldn't understand where the R595 came from so I asked her to email me the record. When I examined the email it was crystal clear that ONLY R595 of the R2150 had been paid. If she had bothered to look at the titles in the columns, she too would have seen this. She asked me to send her the receipts for the EEG again in response to the email she sent. This was the generic ********** I have since sent the claims several times to this email address and through the app. I am still waiting to hear what is happening. Its been over 4 weeks now, and I'm wondering how much longer I still need to wait for my refund, considering that I only have 4 months to be paid out for a claim? Seems like the intention is to make the refund process as complicated as possible, and the only way to communicate with Discovery is through Hello Peter.</p>
Dear RRR21
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
Discovery Health Servicing Team
Dear RRR21
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
Discovery Health Servicing Team
Dear RRR21
We have sent you feedback via email.
Regards
Discovery Health Servicing Team
Dear RRR21
We have sent you feedback via email.
Regards
Discovery Health Servicing Team
Good day,
I have not received any mails containing feedback. Only the same blank email with "we've received your claim" in the subject line. Including several duplicates of this, that have been flooding up my inbox for the past two weeks. I urgently need to schedule a follow up appointment, as per my specialist's request. I'm wondering if I should switch over to another service provider. This is really getting tiring. What an effort, for such a simple task.
Good day,
I have not received any mails containing feedback. Only the same blank email with "we've received your claim" in the subject line. Including several duplicates of this, that have been flooding up my inbox for the past two weeks. I urgently need to schedule a follow up appointment, as per my specialist's request. I'm wondering if I should switch over to another service provider. This is really getting tiring. What an effort, for such a simple task.
Dear RRR21
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
Discovery Health Servicing Team
Dear RRR21
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards
Discovery Health Servicing Team
Dear RRR21
We have been in touch with you to answer your comments.
Regards
Discovery Health Servicing Team
Dear RRR21
We have been in touch with you to answer your comments.
Regards
Discovery Health Servicing Team
I phoned in at Discovery to make sure that I would be covered for my follow up appointment with my neurologist. Seeing that it was a follow up appointment to have my MRI tests interpreted, I didn't think it would be a problem. Alas, when it comes to Discovery, I should have known better. The referral from my GP was due to expire (the next day), so I needed to get ANOTHER REFERRAL to have my appointment (scheduled for 3 days time) authorized. Discovery advised that they would approve my request within 2-3 days. Today is the 3rd working day and when I didn't get the authorization, I called in. After spending 30 mins on the phone listening to all kinds of hogwash (on my expense), the consultant concluded that the referral form was incomplete. She advised that "my medical history" was blank. After arguing that my medical history had not changed in 2 DAYS, I realised that no amount of logic would suffice. So, I promptly got on the phone with my GP, to find out what happened. They phoned Discovery, who told them that under the COMPLETED medical history, they didn't conclude the paragraph with "there is nothing else wrong with her". Now I have to wait another 3 DAYS for the resubmitted form to be approved! I had to cancel my neurologist appointment for today - Thank you Discovery! I now have to wait 2 months to get ANOTHER appointment, with the one and only neurologist that you have managed to convince, to work for practically NOTHING. In the meantime I'll just keep having seizures and hope that I don't need to be rushed to hospital for the third time. Please note, I still haven't recieved the above mention email and everytime I try to change my details online, you geniuses send the otp number to my boss - despite my numerous attempts, to rectify this very strange mistake. While we're at it, I need my vitality canceled. My attempts to communicate this, through any of your channels have been exhausting.
I phoned in at Discovery to make sure that I would be covered for my follow up appointment with my neurologist. Seeing that it was a follow up appointment to have my MRI tests interpreted, I didn't think it would be a problem. Alas, when it comes to Discovery, I should have known better. The referral from my GP was due to expire (the next day), so I needed to get ANOTHER REFERRAL to have my appointment (scheduled for 3 days time) authorized. Discovery advised that they would approve my request within 2-3 days. Today is the 3rd working day and when I didn't get the authorization, I called in. After spending 30 mins on the phone listening to all kinds of hogwash (on my expense), the consultant concluded that the referral form was incomplete. She advised that "my medical history" was blank. After arguing that my medical history had not changed in 2 DAYS, I realised that no amount of logic would suffice. So, I promptly got on the phone with my GP, to find out what happened. They phoned Discovery, who told them that under the COMPLETED medical history, they didn't conclude the paragraph with "there is nothing else wrong with her". Now I have to wait another 3 DAYS for the resubmitted form to be approved! I had to cancel my neurologist appointment for today - Thank you Discovery! I now have to wait 2 months to get ANOTHER appointment, with the one and only neurologist that you have managed to convince, to work for practically NOTHING. In the meantime I'll just keep having seizures and hope that I don't need to be rushed to hospital for the third time. Please note, I still haven't recieved the above mention email and everytime I try to change my details online, you geniuses send the otp number to my boss - despite my numerous attempts, to rectify this very strange mistake. While we're at it, I need my vitality canceled. My attempts to communicate this, through any of your channels have been exhausting.