Discovery Health Medical Aid
Reviews and Complaints

After reading through various reviews and considering my own experience, I must express my extreme disappointment with Discovery. The level of service provided by Discovery, especially in terms of medical aid and insurance, falls far below expectations. Customers have reported issues ranging from delayed responses to rude customer service agents. It is concerning to see a pattern of rejected claims and lack of support for critical medical emergencies. Based on the feedback shared, I would strongly advise potential customers to explore alternative options when considering insurance and medical aid providers. The negative experiences highlighted in the reviews raise serious doubts about the reliability and integrity of Discovery's services. It is crucial to prioritize your well-being and financial security by choosing a provider that values transparency, efficiency, and genuine care for its customers.

I've submitted all my required documents to the relevant departments on 18/07/2023 which the company confirmed and assured me thereafter that my claim is in the process. I was assured 14-21 days turn around, the date today is 22/08/2023. I was told payment has been processed (3-5 working days) I would recieved the money last week latest which I have not, then last week Thursday got a call back to say I would have it by Monday 21/08 (yesterday). Today I follow up and they now tell me that my case is still sitting in SLA and that I don't have a provident fund with them only a Retirement fund of which I submitted both for at the same time. I've wasted hours of my own airtime calling in every time speaking to people who are clearly incompetent and have no clue what they're doing. I am very stressed out as the funds I require urgently and I am just being fed stories holding the line for long periods of time. I am very dissapointed in such sub par pathetic service from such a big company.

The Bot is useless. Minimal specific information can be provided. It can't replace human interaction. Seems like enough staff to chat to is a huge problem. We logged a complaint on Friday. No contact yet, thus query is not resolved.

I made contact today and was put in a queue at nr.37. I waited patiently until nr10. The App closed. My query thus unresolved again.

I was really sick last 2 weeks not well as yet. I've went and test for Covid, swainflu, Rsv and influenza as I really ain't well.

Just to find out later my medical aid ain't paying for the test so why do we have medical aid but it n3ver pays?

Why do we have covid test benefits but still it don't pay. We pay alot of money but don't have the benefits this will make that I'll stop my contract with discovery and search for a new medical aid.

Hi there,

I need to report a lost membership card for an elderly gentleman who is in hospital. However, after several attempts to phone your number, I still can't get through.

The details are:

Mr JE Frouws

Membership no. [protected]

ID. [protected]

You can contact his wife Mrs CC Frouws at [protected]. She is concerned that the card has been stolen and might be used by someone else for medical services.

Regards

Erika

I took out Vitality and they gave me a 3-month free trial. Before the 3 months expired I canceled the contract. On my Jan payslip, I saw that they had deducted R399 from my salary. Now that I call the consultant says she can't refund me she will reimburse the company. My money what the hell. The company never paid for it. I did. I want my money back.

Med Aid No: [protected].

Client; A Fick.

We tried as from Oct 2022 to change banking details - with no success.

Several emails were also sent with the necessary documents during Nov and Dec 2022.

A) Signed D.Oder,

B) Third party Consent letter and

C) ID of M Mouton (D.order account holder)

We still need to do an EFT payment on a monthly basis.

We tried to contact them on [protected] and [protected] / [protected] / [protected] - still no success.

I am based in the UK and have EXTREME difficulty in getting access to someone at Discovery who can answer a SIMPLE query. The only way is to phone (apparently) but this costs a fortune as you get put in a queue whilst the costs pile up. The email is useless - all you get is - "someone will get back to you within 48 hours" - and they never do ... and the Whatsapp is actually a bot that has a set of standard responses, none of which addresses my query.

I'm trying to rejoin discovery as I have went from employer benefit to private. I need to be underwritten for heart disease.

I had the attack in 2011 and joined discovery in 2012, since then all history was on my profile.The only physical documents I have I shared was the hospital file from 2011,

Now I'm trying to rejoin and I understand if I have to wait 12 months for cad, but you Aldo under writing me for kidneys something I have never been treated for, and Placing a 3 month blanket on the whole family it's not fair

I put in a claim on 02 November 2022 and follow up on 07 November 2022 only to be told that my cellphone is not covered. The claim is still opened on their app. I explained to the unfriendly helpdesk that when I took the policy, the sales consultant promised to beat my insurance. So, I sent them my existing policy and got a quote that was reasonable from them matching my existing cover. Today, not so much. I need this claim resolved please.

Claim number: 3093938

Now you cannot go to the GP directly, need to book at Dischem 99% no booking available, try online GP sometimes no Doctor offers that. Now they tell you about 2 casualty visists as part of the extender benefit but they will never tell you that if you have like a R50 in your savings this will not kick in. Well done Discovery for being too big to understand the needs of a tiny ant like me. With the R 9000 you get from a tiny person like me, hope your business continues to grow but just know that it's at the cost of the poor.

Assistance needed on my Discovery life policy. I applied for my policy on the 7th of September 2020, but my policy only commenced on 1st April 2021. The necessary tests were done with me advising of my thyroid being removed in 2013. Due to my thyroid problem, I have abnormal blood pressure but however was not confirmed to be diagnosed with high blood pressure by the doctor to my knowledge. Based on abnormal blood pressure results repeated blood pressure tests were done by Discovery before commencing my cover. Which I had declared to the nurse that I take Amlodipine 10mg daily. Thereafter my policy commenced on 1st April 2021with Discovery having been given that information and Discovery conducting several tests. On 23rd May 2021 I requested an increase to my cover. To my knowledge there was no change to medical information. Discovery granted the upgrade without requesting any medical examinations being done. Although they had records of my abnormal blood pressure results. In June 2022 I was diagnosed with stage 5 renal failure. So, on the 4th of July 2022 I submitted a claim for assessment. Discovery requested the necessary medical files from the hospital which was given to them. On 5th August 2022 after the assessment was done for my claim, the decision was taken by Discovery to void my policy reason was they said they did not receive all important medical information. I then requested a review in which the outcome of the review was given to me on the 25th of August 2022 which the decision remained the same that the policy will remain voided. In the first assessment it stated that I did not disclose proper medical information about my blood pressure. The review outcome states based on abnormal blood pressure readings; repeated blood pressure test was done an I disclosed to the nurse that I am on Amlodipine 10mg daily but however did not give proper medical information. So therefore, the policy has been voided. With regards to my renal failure there was no confirmation until I was diagnosed in June 2022. Same has my blood pressure I was told that my thyroid was the cause of escalated blood pressure but was not diagnosed. Discovery having a record of my blood pressure testing that was done by them still did not request for any medicals to be done when I requested an increase on policy but granted the increase. Now, had requested a claim on my policy, they have found faults a voided my cover. Also, would like to add that if I had not requested a claim on the policy, Discovery would not have voided it they would have still been accepting my premiums. Now that I have requested a claim, they are finding faults to have the policy voided. Which was not an issue before. I would like to know if there is any way of me being assisted in getting my life cover back.

Please take note I cannot add the attachments off discovery which they stated that they void the policy.

I did email ombudsman today 18.10.2022 for assistance.

your assistance be highly appreciated.

Dear Sir/Madam Plse terminate my membership of Vitality Rewards. After paying R380+_ per month and now you insist I join Discovery Bank. Plse consider this immediate cancellation of Vitality. Should you fail to do so without immediate effect and charge me next month I will approach the relevant small claims court consumer watchdogs as well as social media to claim unauthorised deduction of Vitality.

I am a pensioner; my monthly pension is only available from the 5th of each month. I have requested Discovery to revise my monthly insurance payment from the 1st of every month to the 5th. Because my payment was not made on the1st of the month Discovery have suspended my policy until the full payment has been made resulting in my family and I not having any medical insurance coverage. The consultant advised me that even if I did pay now there would be a 2 to 3 business day waiting period before my policy suspension would be lifted.

Discovery stated they can revise my payment date to the 10th of every month. Today is the 6th of September 2022.

Discovery stated they will lift my suspension if I pay the full monthly premium of R6750.00, furthermore I will be debited a further R6750.00 on the 10th of September and my next billing cycle will fall on the 10th of October 2020. Discovery stated that they will not afford me the opportunity to make a prorated payment from the 1st to the 9th and then the full amount from the 10th of the month going forward. This means that I will be paying discovery R6750.00 for 1st to 30th of September and a further R6750,00 for 10 September to 09 October. Therefore, I will have in effect paid Discovery an extra R4500.00 for the month of September (R6750.00 divided by 30 = a daily rate of R225.00 x 20 days = R4500.00 for 10 to 30 Sept and 1 to 10 October R225 x 10 = R2250.00). My total bill for the month of September will be R13500. Discovery have refused to prorate my premium from 1 to 9 September and then full payment from the 10th of each month. I am a pensioner this is a rip off!

Hi

I have an issue with discovery medical aid where i am waiting for 4 days plus for the standards department to get back to me regarding my hospital admission which is taking too long for this to happen... I am in need of a procedure that needs to be done, no one cares and when you call them no one knows nothing! I am frustrated and cannot wait upon them

Unfair cancellation of medical aid and unauthorized debit oders

On the 2nd of may i was admitted through the ER with severe abdominal pain. After tests they saw i had a highly infected gall bladder with numerous gall stones. The doctor told me he had to remove my gall bladder via laparoscopic cholecystectomy as it is life threating. A week after my surgery discovery kicked me off my medical aid and said i did not disclose a stomach ulcer. Now the problem is i dont have a stomach ulcer. No test were done nod cronic medication NOTHING. Just pure speculation! I then appealed the case and until this far they avoid me! No one can give me an answer as to whats going on! Over 2 months BEFORE my surgery they have deducted R7000 more than they should have. Still no refund still no feedback. Kicked me of my medical aid for unfair reason! And according to medi clinic they do not do surgery if it is not pre approved. So why pre approve if you are going to kick me of my medical aid? Why can no one come in contact with us as to where i stand with my appeal? This is outrageous and im not going to let this go. I have 4 children with a income so little that i can barely afford my medical aid. But i still paid! Now im left with R60000 of medical bills that i cant pay! Why do i even have a medical aid? I hate discovery and will post this evey month on every social platform for the hell they have caused me

We experienced the lowest of the worst Discovery customer experience today at Flora clinic when we tried to get my wife admitted into the hospital. There is Discovery employee on the premises (who goes by the name of Gwen) who apparently must authorise every admission. We were referred to the hospital by our GP, to get my wife admitted. We get to the hospital and need to fill in a form, which we do, then instead of getting the authorision, we are told (by the Discovery employee) to go the specialist and get an examination conducted, (this after were referred by our GP). Nevertheless we conform, whilst my wife is experiencing unbearable chest pains, witnessed by the Discovery employee, who deos not seem to care at all. We go the specalist, get an examination conducted with a treatment plan and come back to reception, 2 hours later, but this time my wife is at the point where she cannot bear the pain any longer. We submit the specialist examination document to the Discovery person and are then told to go to the trauma department to investigate the cause prior to authorising the admission. I question her wrt the run arounnd we are experiencing and whether this serves for a great customer/patient experience, to which she replies, it is not a good experience, however she will not permit the authorisation, still. I subsequently tell her where to get off and how disgusted I was with her appauling attitude and unwillingness to provide the authorisation, I was highly upset at that point. She then calls on the security to excort me off the premises. My wife did not get the admission. I have been a Discovery Health member since 2003, and this is how valued customers are treated. I have never defaulted on a premium my entire life, however when its crunch time, Discovery prologns the admissions process. Is somebody supposed to drop dead before they take us seriously, even after 2 medical experts have provided the go ahead to admit. Good bye Discovery. PS, I was actually considering moving bank to you, and thats never going to happen!

In February I submitted a claim and attached to the service provider's invoice, was proof of payment made myself. The claims department failed to register that I had paid the account directly to the Service Provider and reimbursed the Service Provider and not myself.

After advising the Service Provider of the situation, they contacted Discovery and were told that they would reverse the payment and reimburse me. Nothing has happened. On following up this week, eventually I get an email from the Claims Adjustment department, requesting the proof of payment. This I immediately emailed to the address provided. I get a fairly quick reply, saying that nothing can be done until they get the claim!

The idiots employed by Discovery are worse than useless. I am at my wits end with them and will probably look for a new medical aid company.

These people call my cell phone every day. How do I get this to stop I've blocked every call they call me from. There is nothing on there calls about removing you from their call list. Even when I wait for someone to pick up they don't and just hang up on you when you request them to stop calling.
I've received calls today and yesterday from them: 01/04/2022, from [protected]. 01/03/2022, from [protected]. I don't have the rest of the numbers

To whom it my concern,

My Grandmother has been a loyal customer of Discovery medical aid for decades... She has always sung the praises of Discovery, regardless of what my opinion is and always will be of Discovery.

Her name is Philippina Susanna Verster, she was always on the top plan with Discovery due to her pre existing conditions. She was forced to down grade her plan based purely on finances. This plan is so incredibly expensive and yes, it covers her hospital stays up to 200% (I stand to be corrected here) but she is on a boat load of medication which she needs to pay R1912, 60 to obtain all her chronic medication monthly. She simply can't afford it... All of her pension fund was taken from her and she only receives the R1900 from Sassa.

For many month's now she has opted not to take the pain medication as it is R600 per month. She has recently been diagnosed with stage 4a lung cancer and she is in constant tremendous pain, but she pushes through the pain because the pain medication is simply not affordable.

This is where my confusion and frustration comes in with this ridiculously over priced, below average medical aid - You should be ashamed of yourselves, Hiking your prices constantly but not improving on your product, customers service or being transparent on what the company offers.

It really is true what they say, Discovery is a shopping basket with zero accountability, responsibility, loyalty or fairness being given to their customers/clients. I have been contemplating on how to go about this situation with the "oh so great Discover medical aid" because I tried phoning to speak to an actual person but I will be damned, 80% of your staff I encountered was so unhelpful, did not respond accurately and barely knew your products - this is UNACEPTABLE! For your very over priced schemes one would thing that your staff would at least be competent or resourceful but instead it was a full on game of "let me transfer you to the correct department" And guess what Discovery, I never got to speak to the correct people, 10/10 for your horrendous customer run around.

My question to the big corporate suites is, how will you be accommodating my incredibly loyal Grandmother with her current problem regarding her CHRONIC medication and make her last few months easy, happy, stress free before she succumbs to her death sentence by the big "C"

I sincerely hope a response will be given asap and not weeks or months later because I will definitely be lodging a complaint with your head office in the US, as well as writing some pretty factual blogs, twitter posts, Instagram and Facebook posts, #DiscoveryFeesMustFall

Please me on [protected] for any further info or questions.

Regards,

#DiscoveryFeesMustFall