I went in for an emergency Caesar because I had pre-eclampsia. Despite every single one of the bills sent to Discovery saying that it was an emergency procedure, NOT one person contacted me stating my legal right according to PMB to a full payment of my medical bills if the medical situation was an emergency. Knowing my legal rights, I attempted to get hold and complain but in vain, being transferred to a new consultant each time and not being able to actually "lodge a formal complaint". Each time I phoned, the consultant did not know how to deal with the query, I could never speak to who I spoke to before, therefore the frustration grew and grew. This must have gone on for about six weeks. Finally wrote a message on the Discovery facebook page and was phoned in 5 min (why is this the only way we can actually escalate a query?). The agent on the phone took on my case and I had to ask the doctor to write a letter stating my case for emergency and send proof of my payments to emergency staff and all the necessary documentation. The agent also called and spoke to my surgeon. Once all this admin and countless phonecalls was complete I was told that Discovery still will not pay.
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