Will Discovery help their clients during Covid-19?

Dear Discovery SA.

Please help me to understand the logic.

I am a Keycare Plus policy holder, on the highest income band.

On the 23rd of March I contacted your call centre to find out about options to downgrade my policy. I had just been advised of necessary salary cuts that my company would be making to survive the Covid-19 Epidemic, which would be effective from 01 April to 01 June (three month salary cut)

On the phone call I was given options on the other Keycare products available, but none are as comprehensive as Keycare Plus. I then asked about dropping to a lower income band for Keycare Plus.

I was sent the income verification document. And was also asked to send three months bank statements. This did not make sense to me, as the reduction in my salary would only reflect in the future, my bank statement would not yet reflect my adjusted salary. I waited for our official letter from HR which I sent through to Discover asking to drop my Keycare income band. The response, stated that it would not be possible as I needed to prove that my salary had dropped – over a three month period.

The rest of the response relating to Covid-19 was appalling. WHAT IS DISCOVERY GOING TO DO TO ASSIST THEIR CLIENTS AT THIS TIME? It feels like a take it or leave it approach. This isn’t happening to one or two of your clients. Multitudes of your clients will be effected.

I then called the call centre again today, to be told that I could change it, but I would need to complete the income verification form for auditing purposes. Again, surely the auditors want to verify the drop in my income? Which will not reflect until the 31st of April. I was told to go in to my Nedbank store or phone them to get the statements and send it through for consideration.

KeyCare income verification (KIV)

Please note that we are not able to change the income band your premium is based on for a period of three months. The income verification process entails us verifying that your income has changed over the last three months.

Payment holidays

Medical aid in South Africa provides financial cover for medical expenses for members who pay a monthly premium for this cover.

These premiums are paid to medical aid schemes (including Discovery Health Medical Scheme) and are pooled and safeguarded. These schemes are operated on a not-for-profit basis.

Schemes exist for their members as all funds are pooled and safeguarded, to be used to pay claims in accordance with the scheme’s rules, and ensure that all members are equitably and fairly cared for (relative to their choice of benefit plan).

All medical schemes in South Africa operate in accordance with the Medical Schemes Act 131 of 1998 and are regulated by the Council for Medical Schemes.

Discovery Health Pty (Ltd) provides administration and managed care services to Discovery Health Medical Scheme.

In this time of an international health crisis Discovery Health Medical Scheme, being an essential service, is required to operate as normal to ensure that there is uninterrupted cover throughout this period. For this, premiums from all active members is necessary.

Loss of employment and changes to a member’s income are not an issue that arisen only during the COVID-19 crisis. Discovery Health Medical Scheme has an obligation to treat all members fairly so the policies in place for non-payment of premiums will remain the same.

Should the total premium not be received by the specified due date, the membership will be suspended.

Unlike other types of financial service providers, there is no provision for ‘payment holidays’ in the Medical Schemes Act 131 of 1998.

If you have any more questions, please visit www.discovery.co.za to Get Help or download the Discovery app to view your benefits and manage your health plan.

We will add your recent interactions to your interaction timeline within 24 hours. Here you are able to track and update your queries.

Regards