authorisations

kMy fianc? was in casualty on the 2st February due to a car accident. We are using Discovery Keycare plus and for some reason authorization was never done for the scans he was sent for so discovery hasn't paid yet because they are still waiting for an authorization request. I have called the hospital numerous times and no one knows who was supposed to get the auth. X-ray says its the doctor, the doctor says its casualty, casualty also says its not them so WHO ON EARTH IS GOING TO GET THIS AUTHORIZATION FROM THE MEDICAL AID. It seems to me that the staff there including the doctors don't know medical aid procedures and now we are being called by your accounts department because our medical aid hasn't paid, I mean we have medical aid because we don't have R6000 lying around the house for scans. So will someone please get to the bottom of this urgently. ALSO please teach the lady at doctor Khulus rooms some manners and client service skills, Dudu has no telephone ettiqute and is unprofessional. Lebuang said she will as her manager to call me to help with the auth but no one has called yet. I am really starting to believe the people who say Lesedi hospital has poor service.