Discovery Health
Vague and sub standard communications

My doctor recently submitted a chronic medication form to Discovery. The claim was denied.

Discovery did not have the decency to pick up the phone to explain their decision, instead they chose to send a standard email response "explaining" their decision.

The response was horrendously insufficient.

1. It does not state exactly why the claim was denied. Maybe they do not cover the medication my doctor prescribed? Maybe I was (by some miracle of nature) cured from my condition? Maybe someone got out of bed on the wrong side?
2. It does not state who made the decision to deny the claim (obviously someone who has in depth knowledge of the medical history of each and every person in their database that extends back to before they were even covered by Discovery!)
3. The response contains a "link" to an appeal form, however the link is to the Discovery website only and not to the form directly. A search of the website through their own browser did not return the required form in the search results. The optimal thing would have been to simply attach the form to the response!

Company: Discovery Health
Country: South Africa
City: Chronic

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