Discovery Health
Incompetent staff and lack of knowledge

I have had it now with Discovery as this is the 4th time that I am phoning for one thing, not to mention sending an email and the hospital phoning themselves. I have been seeing a specialist Dr Swart who referred me on Monday to have an ultrasound of the abdomen done tomorrow which is Friday. I phoned the medical aid on numerous occasions asking if this ultrasound will be covered. The lady who I spoke to yesterday explained to me that yes it will be and it will come from my specialist benefits. I asked her again, will the medical aid cover it and she said yes. Now, today the hospital phones me to tell me that I do not have an authorisation number so therefore they cannot do the ultrasound otherwise I will be liable to pay. Once again, I called the call centre now and spoke to a Kara... she told me that the auth number is expired. I asked her to speak to her supervisor and I was on hold for nearly 10 minutes. This is totally unacceptable!!! I specifically called the first time because of the fact that I know Keycare does not cover everything and I was told that it will come from my benefits. NOW BECAUSE OF YOUR CALL CENTRE AGENTS NOT KNOWING THEIR F WORK, I CAN'T GO TOMORROW.

Company: Discovery Health
Country: South Africa
City: Customer Care

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