Abysmal Finance Department

I was admitted to Life Vincent Pallotti hospital on 22 May 2025. Because I am on the Discovery Essential Smart Plan, I had to make an upfront payment upon admission of R12 200 since this particular hospital is not on my plan.

Whilst I was fully aware of this, the hospital did not indicate this amount as a deductible on the claim sent to my medical aid. I picked this up when I wanted to submit my GAP cover claim for all expenses related to my surgery that were not covered by my medical aid.

I contacted the Life Hospital Administration via email and telephonically on 17 June 2025 to request that they resubmit the claim correctly, so I can finalise my GAP cover claim, which is a significant sum of money. I explained to them that I need this claim to be correctly submitted to my medical aid so that I can get the rejection code from my medical aid to submit to my GAP cover. The lady I spoke to escalated this matter on 25 June 2025 to the finance department (after no additional communication since her request to them regarding the claim on 17 June). This was also only after I phoned again to follow up as well as send an email.

I still have not heard back from them and they have been ignoring all further emails regarding this situation. This is causing a significant delay in the finalisation of my GAP cover claim and is proving to be very frustrating.