Extremely frustrating service and lack of proper support

I had an NIPT test done at Lancet on 31 August. At the time, I was informed that my medical aid, Discovery, would not cover the test, so I paid for it out of pocket.

Discovery later approved the claim but required a proper invoice from Lancet clearly showing the NIPT test performed. Since then, I have contacted Lancet's call centre multiple times, only to receive statements with missing information. Discovery specifically requested an invoice with a separate line item for the NIPT test, but Lancet continues to send me breakdowns of tests performed that do not clearly reflect the NIPT test. As a result, my claim keeps getting rejected.

I was even advised to contact my gynaecologist to obtain the relevant ICD codes, which I did, but the NIPT test is still not correctly reflected on the documentation provided by Lancet.

This has been an incredibly frustrating and time-consuming experience. I have repeatedly explained what Discovery requires, yet Lancet has failed to provide the correct documentation needed to resolve this matter. I should not have to keep chasing a service provider for a proper invoice for a test I have already paid for.

Pregnancy comes with enough worries, and I certainly do not need this unnecessary stress on top of everything else. I expected better service and support from Lancet. I would appreciate it if they would take accountability, issue the correct invoice reflecting the NIPT test, and resolve this matter without further delays.