2 weeks ago I submitted a claim to Discovery. I received an automated response containing a reference number. A week later I contacted them as they still have not processed the claims. Apparently the response from the claims department (which I'm unable to speak to directly for some unknown reason) was that they could not see the detail on the invoice, yet the operator could tell me exactly what procedures I went for. She herself could not understand why the claim was not paid, she then escalated the matter. A week later, I still had not received a response. Once again I had to contact Discovery to find out what going on as I'm now sure Discovery does not provide its staff with telephone privileges to contact its members should a problem persist. In any case, the query was that the receipt was pasted to the invoice and should be shown separately. I have now resent the invoice and in such terms that a toddler could understand I have retyped an email detailing all the documentation attached.
I spend so much money on Medical Aid yet what's the point when I receive such poor service delivery. Is it that difficult to pick up a phone and contact the member should there be a problem?
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