Why must the member do Discovery’s administrative work?

I am extremely frustrated with the process of claiming Vitality points for health screenings.

I had pathology tests done and submitted the Discovery Health claim report as proof that the tests were performed. Vitality has now told me that this is not sufficient. They want the actual test readings/results from the doctor/pathology provider.

This makes absolutely no sense to me.

Discovery already has the claim information. The tests were performed, billed and processed through the Discovery Health system. Yet I am now expected to contact the pathology provider, obtain information that relates to a medical service already recorded by Discovery, and submit it back to Discovery so that Vitality can award points.

In other words, the member is being made to act as the link between two parts of the Discovery ecosystem.

Discovery Vitality promotes itself as a seamless health and rewards platform. But when it comes to actually earning the rewards, the process becomes unnecessarily complicated and places the administrative burden on the member.

And this isn't about POPIA or asking Discovery to access information it shouldn't have. Discovery already has the claim information. My question is simply: why can't the relevant Discovery systems reconcile the information internally?

If the claim report proves that the pathology screening was performed, why must I now go back to the healthcare provider to obtain the readings and give them to Discovery?

The irony is that Vitality is designed to incentivise members to complete health screenings and take responsibility for their health. But when the screening is completed, the member is then faced with an administrative obstacle course just to receive the points.

Discovery Vitality — please fix the process. Don't make the member do work that your own systems should be able to do.