I called the Discovery Health Call Centre yesterday. I spoke to Rowena. Rowena and the agent before her, told me that the procedure quote will take 7 working days. The day before when I got a pre-admission number, I was told it would take 3-4 working days. Where the consistency in process time?
I am appalled that I was subjected to a 30 minute debate about why I'm no more important than any other member. What Rowena failed to understand is that the procedure I need is considered an emergency procedure. Hence I was given 6 working days notice of the procedure. Rowena went on to say how great discovery was in giving me the pre-admission number so quickly but I had to debate with her how pointless it is to get a pre-admission for a procedure that I might not even do depending on affordability. The problem is that I don't have much time to mull over this and I need the costs urgently. Unfortunately Rowena and Discovery place the importance of internal process above the importance of members needs.
Well. If you dont have clients, you don't need processes.
Perhaps Discovery should get better staff or management because other insurers provide this service immediately, on the phone.
0 comments