Discovery Health
Keycare Income Verification Nightmare

Hi

I submitted requested income verification documents to Discovery on 11.12.12. During February this year they requested further documents on my wife's income, these were emailed to them on 15.03.13.

In April Discovery deducted 3.5 times more than my normal installment, When queried with Discovery they stated due to incomplete documentation I was placed in the highest salary bracket and my installment had gone up. They didn't have the my wife's document on the system so i resent to them on 10.04.13. They then required an amended letter for my wife's income, which was sent to them on the same day. On 16.04.13 I called to find out the status of my medical aid, it was suspended as I didn't have enough cash in my account to cover the higher installment, i was told my wife's letter is still outstanding. I resent to them.

In the meantime every time I have called I have been told the income verification department is extremely busy, 7 to 10 working days to resolve the issue. I had to send documents through twice.

My wife has urgently been referred to a physician, we are currently not covered by medical aid through poor service by Discovery!

Company: Discovery Health
Country: South Africa
City: Durban

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