Discovery Health
PMB approval and reprocess of claims not done

To whom it may concern

I have a daughter that needs intensive physiotherapy and occupational therapy after her premature birth.
We applied for PMB at the beginning of the year for 3 specialists (neurosurgeon, physiotherapy and occupational therapy). The neurosurgeon and occupational therapy was approved, but the physio application (sent together with the other two) was apparently never received.

After numerous phone calls we had to re-apply. They then got the dates wrong. This was only discovered again after numerous phone calls from our side. I then applied to change the dates. No response again and I had to phone again. Each time a different call center person answers and tells me a different story. They then eventually said they will change the dates and reprocess all the claims that was taken out of our medical savings account. Yet again I haven't received any feedback and no refunds have been received in our medical savings account.

What shocks me as well is that they keep on referring to the physio as "doctor"! Surely if you work in the medical aid sector you'll now the difference!

The process has now been going back and forth for 8 months! Unacceptable!!

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

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