Discovery Health Medical Aid
reviews and complaints

I continue to battle to see my points coming through timeously into the Discovery system - often gym points only seem to come through in the week after the deadline, effectively excluding them. This I see week again that some points are not reflecting meaning that I have to double up my training to make the minimum score - this effectively means I cannot rest ahead of my race this weekend, or else I must drop out the race.

Furthermore, I've noticed over the past few months that discovery has up'd the minimum number of weekly target points (now 900 per week!) I'm required to reach to meet my weekly vitality active goals - this has not been communicated or fairley managed. Some people only need to fulfill a basic number of activities (and points – as low as 250!?) to reach their weekly goal so it's seems I am being unfairly discriminated against. Can you advise why and how this has been implemented?

Good day

Please take note of the following:

I changed medical aid funds effective 30 June 2016. I gave discovery efficient time and notice as per the contract through my broker. Since time of notice I received no correspondence from discovery with regards to any outstanding amount on my medical aid. I only received a letter for the first-time 11 November 2016 via post notifying me of the areas amount of R3622.35 already been handed over to ITC.

I feel this is highly unprofessional as I was not notified at all regarding the matter and if discovery notified me earlier I would have attend to this matter as urgent. As you know the post is not as reliable source of communication as an email or a phone call. Why was I not emailed or contacted earlier regarding this?

The only correspondence I received from discovery was this letter dated 11 November 2016 mentioned earlier. I received a phone call on my work number for the first time this year regarding this matter on the 13th of December directly from the ITC office and not from Discovery.
Please advise the reason for this amount? As there was nothing communication from Discovery regarding this matter. This is unacceptable from such a big company.

On 13 December I received a SMS notice from ITC-BA that I have been handed over by Discovery Health for an outstanding amount
This came as a shock to me, because I had no prior notice of any outstanding debts with Discovery Health.
I phoned the ITC-DA number but as expected, they were unable to give me any detail since they only handle the collection.
I phoned Discovery Health and ended up speaking to Thango. According to their records there was a claim from 2014 that they paid
out to me as well as the provider. I explained to them that I have not received any notification in this regard. They claim to
have sent postal letters to my current address which I am staying for a year already. No alternative methods was tried to contact
me even though Discovery has all the technology at their disposal. I was then referred to the Debt Admin department and spoke to
Grant. I was told that the only thing they can do for me is to make a payment arrangement after which they will withdraw the listing.
The ref number is ********** 959
This was basically a threat with a gun to my head from Discovery.
It is terrible that Discovery is treating their customers in such a way, when the fault was theirs.
I have never been listed, so now I must get a bad record because of their fault.

On top of this, after my query I received the debt administration letter and on this letterhead there was another version of my physical address, once again all wrong street and no number.
It looks like Discovery personnel should go on basic data capturing training, because they can't even get something as simple as an address spelt correctly and the client is suffering because of that.

The feedback I got from this complaint was also, that this debt was held back and only enforced now, because I cancelled membership.

I am still a Discovery client, making use of other products in the Discovery range. Up to now I was very happy with the service I received.

This event will definitely influence my decision on choosing a product from Discovery in the future as well as my advice to others.

I applied for a medical aid and supplied my banking details. However, the payments for my policy were to have been drawn from my daughter's salary. My daughter is Claudia Tania Spence and works for Discovery in the Cape.
I had October's premium reversed and Discovery promptly did another draw. this Put me as a pensioner in a very bad predicament.
November, Discovery drew twice from my banking account. My daughter approached the department that deals with reversal of payments and to date, I have not heard a squeak from Discovery and I have not had a refund.

Your double debit from my pension has now resulted that I have to find new accommodation which is also suited for a person in a wheelchair. Thank you for screwing up my pension available to me and giving me a homeless Christmas on the street. Regards a very miffed pensioner

My medical aid, Discovery Health, cancelled my medical aid after 2 debit orders bounced.

There was a problem with my bank account and I wasn't aware that this happened.

They only contacted me by sms and email which I couldn't see as I was out of the country.
I called them an immediately payed them the outstanding amount.

They now refuse to re-instate my membership until I fill out a Declaration of Health form.

My question is, is this legal and as a customer do I not have 3 months grace period before they cancel my membership?

My husband and I were planning on leaving SA to work in the U.K. and as Discovery Insure, Vitality and Medical clients already it seemed easiest to move everything to Discovery so I request Life cover to retain vitality. I also wanted the Apple Watch benefit so I would exercise overseas but needed to get the credit card first. So I did this, paid R895 only to find there was no stock and the Discovery app wouldn't work in the U.K. But no one told me this and all these products were sold to me knowing I was leaving the country. So early Nov 2016 I was trying to cancel everything but discovery works in silos so u need to cancel in each and every sub-unit where the one won't cancel as the other hasn't yet. I get references for emails and calls etc etc but no luck in closing anything so I keep getting charged despite being lied to. I am beyond annoyed and discovery is no help. Will never recommend them to ANYONE!

Good day. I have been struggling with the Key Care Acute Medicine List this past year. I have printed the latest version of this list that I obtained from Discovery Health. I ask my doctor to prescribe medication, especially Antibiotics, from this list. Low and behold, every time I go to the Pharmacy, it shows 'not on the prescribed list.'
I went on Thursday (17 Nov) to get Antibiotics which were prescribed from the list and as usual, it was not paid.
It is a waste of time to print the list and to ask the doctor to prescribe medication from there.
Some of the medication has been discontinued and nothing was submitted in their place.

Please could the following complaint be taken up with the Discovery Board and Management at the top, regarding the fact that Key care plus plan option does not cover hormone replacement treatment medication of any kind whatsoever. Bear in mind menopause is not a self inflicted condition, nor is it cosmetic and there are plenty of women that go through Hell with regards to going through menopause, also bearing in mind that Key care in any case already does not cover a lot of other conditions/medication etc. As each year goes by, so something else is eliminated from the medical plans in general.
It would be very appreciated if HRT medication could be included for cover within the Keycare plan.

Many thanks and regards
Karen
Karen.[protected]@gmail.com

Hi There

On the 31st of October at around 3pm i had an incident where i collapsed whilst on route to gauteng from dbn. I was in between Warden and VIlliers and managed to stop at a garage (PUMA). Upon arrival at the garage i told a police van to call an ambulance. They could not get a old of anyone. My girlfriend then phoned the discovery emergency line and was told that no ambulance could come out as there were no pvt hospitals nearby. I was forced to then take a provincial ambulance which rushed me to Frankfort hospital. I had to then arrange for pvt transport to sunninghill hospital where i was stabilised.
I was absolutely shocked at the services offered and this is really dissapointing to know that in the time of need you guys could not assist

Please investigate and revert to me

Thanks

Kind Regards
Saneshan Naidoo
Medical Aid No - [protected]
Cell No - [protected]

I gave birth on the 29th of September 2016. I've sent the registration forms 2 times but they only got the one. Now my baby is not covered for the time he was admitted to hospital even though I submitted the forms. I even got a call from one of the consultants and I told them I sent the forms already. Now I have to pay a hospital bill because of your mistakes. I'm really not happy about this as I can't even afford that bill.

Discovery services is absolutely pathetic.

I have been trying for months on end to get a PMB Accoount sorted out for me son who has been born with numerous disabilities.

They first of all approve a procedure in error and haven't sorted that out.
Now they continue with unethical practices.

I would like to know why is discovery being so unethical in the pretense of helping me out with my PMB Account.

I am told that R6, 882.72 is paid into my savings account, of which R4000 odd is paid into my personal account which is to be used for?

Thereafter the shoe Dr gets paid R2074.20, upon finding out what my balance with them is, I am made aware of the fact that the R6, 882.72 that discovery put back into my account is the same money that you have reversed from shoe Dr 4 months after paying them.

Not to mention that the foot Dr's account has not even been looked at.

How on earth can you find this to be Ethical and try to blind side me by giving me the impression that this is additional money you have authorized from PMB.

I cannot be more disgusted in a company’s service and unethical practices than I am by you, it is a shame that I am forced to be with you because of the company that I am working for.

Mu husband and I are mebers of the Discovery medical insurance fund and have been members for quite a few years.  We have to date never claimed from this fund.

I need to have a small procedure done, just above my knee.  The operation was scheduled three weeks ago.  Since then Discovery has requested information in drips and drabs...save to say I still have not had the procedure done.

My Dr. has been on the phone with them every other day and so has my husband.  Finally, I decided to contact them.

I first spoke to Nikita who was very apologetic, but she was unable to adequately assist me.  I was then transferred to her manager Ryan.

Ryan, on the other hand, did not once apologise for the fact that they are taking so long to process my claim.  Moreover, he was rude, argumentative and resorted to giving a sarcastic apology.

I am disgusted with this service.  After years of paying and not claiming, this is the service one gets?  Ryan should be put to terms for his lousy behaviour.  Moreover, this fund, in processing claims,  is pathetic.  They have no consideration for my time and it appears they make things up as they go along.

I am considering moving to another fund.

Herewith the refernce number: [protected]

I have been a member with Discovery Health for 5 years now and have recently added my girlfriend as a beneficiary. She is 5 months pregnant and recently fell I'll with a stomach bug and was dehydrated. I rushed her off to hospital only to find out that the hospitals couldn't help me and told me I needed to see a GP first. I have been told that they refuse to cover the birth of my unborn child. They have also refused to send me my membership cards and every time I call to complain I get false promises.. I'm extremely disgusted in this medical aid and the service we have received..

Good Day,

When I joined discovery in October 2015, I was told my mom will be covered and I had all the confidence to cancel my previous policy. Only to realize after claiming that she was not covered and that I will not even get any money for her being attacked by mild stroke since she did not survive for 3 months with it.

Why was I suppose to wait for something to happen for me to get the important information?

Hope to hear from you soon. You are more than welcomed to call me for more information.

Regards
###gwa
[protected]/[protected]

had a claim with Discovery. My claim was put through on the 16 of August after numerous emails & phone calls i still did not receive feedback or a status update. On the 15 of September i posted on hello Peter and my claim got authorised the next day. My car hire was ending and a needed an extension due to Discovery's poor turn around time. I called Discovery 3 times in one day and was told a consultant would get back to me before 4 o clock, which is they didn't. At half 3 i called again, as the car hire was due at 4 and got told they could not give me an answer and only can respond the next day. No phone call, no feedback and no communication! After taking it to hello peter my car hire got extended for 2weeks. Once my claim got authorised i find out i have to pay a fee of R5000 for betterment, for an unauthorised tow. Yet i called Discovery at the accident scene and explained my situation with the tow truck. The first tow truck was authorised, but when i got to the scene another tow truck was there. Thereafter they gave me another authorisation and ref no for that tow truck and even called me to confirm the authorisation. After sending me the confirmation Discovery is now acting in bad faith, asking me to pay for something i have PROOF was authorised. That is simply unlawful! I sent the required proof to Charlene Davids, she told me that she would keep me posted once they have reached a decision. Two weeks have gone by and i call in yesterday, a consultant tells me he spoke to her and the betterment still stands. If a decision was made WHERE IS THE COMMUNICATION? WHY WAS A NOT INFORMED? Even when i needed the car hire to be extended, she told me she would call me within an hours time with feedback, that was on the 29th September. Im still yet to receive a COURTESY call. I sent her another email to get answers on their decision, i still havent received any communication. DONT CARE ATTITUDE! Worst customer service iv ever experienced. A client should never have to keep calling the service provider for answers and feedback!

Good morning my nephew is a marfan syndrome patient with a serious condition.
Medical aid number with discovery health [protected]. They are in pretoria and my nephew desperately needs his meds but now discovery health is refusing his script and payment there off. This is absolutely ridiculous as his situation is chronic.
Her name is martha swanepoel and he is james swanepoel.
Please see the attached script as well as the refusal from discovery.
My family is besides themselves and pays high monthly fees to discovery of nearly r6, 000 and now this?
Please could you assist. My sister cell number is [protected] and her husband can be reached on [protected]

After phoning two days either Discovery Credit Card or FNB I am still in the dark how this company can authorise a debit order without my permission. I have this CC for years (?6) and never before was it paid by debit order. They then even said in a message as per your telephonic commitment another debid order will be taken. The more I explain no one spoke to me and I never made a telephonic commitment, the less the people at either one of these places can give me a answer. The phone connection was then disconnected by them. They are either not trained or are making up phone call commitments. I had to phone 8 different numbers before someone attempted to help and he said I gave permission on the phone, when I phoned to ask what is happening in my account...I still had no answer en do not think I will get, but I will stop any debit order from Discovery card as they make up information about commitment and then put down the phone when confronted.

During November & December we got i got in touch with discovery and my broker regarding the best medical upgrade package for 2016, i have been with Discovery medical Aid for more than 13 years with dependants. As one is only allowed to upgrade once a year we did so with Discovery's new product launch, the "Smart Plan" Since being on this plan i have encountered endless problems from not being covered for certain items i was told would be covered, from medication simple medication like antibiotics being declined using a network GP with a valid script and pharmacy to the app itself not working for several months. Discovery specialists did contact me and also agreed certain items of my complaints were indeed valid and my interactions with their call centre agents surrounding this new product was nothing but appalling. The specialist did listen to my calls as well. I have decided to downgrade to the plan i originally was on last year. Discovery have now notified my broker although it is a downgrade it an upgrade within the downgraded plan, firstly that makes no sense at all and secondly discovery is very well aware of all the complications i have experienced with their new product. Many doctors and medical staff do not even understand the new product launch as it was executed so poorly within the medical field even their own call call centre agents do not know the product . All my calls to them, they have a record off.
I simply want to move back to key care plus for myself and my two children, as i am having to pay much more for a product which at the end of the day costs me even more when i visit their stipulated GP's, i have paid cash for all my medication this year accept for two instances whereby discovery had got it right. I extremely displeased with the entire "Self-Help" Smart Plan which have many hidden costs, restrictions and lack of access.

My membership number : [protected]

I do not want to downgrade to keycare core as suggested to my broker. I really just want the same plan i was on before the upgrade which was keycare plus.
Regards
Rajesh Govan
Contact: [protected]
mail: [protected]@gmail.com

On the 14th july 2016, I had to rush my baby to the doctor to find out he have tonsillitis and ear infection chronically (Meaning he doesn't eat, drink or sleep - just cry). So they have to remove the tonsils now and put in new grommets. My doctor gave me the discovery authorization form and filled it in for me to take him to a specialist, so it was sent immediately to discovery on the 14th july 2016. Now a week later the 20th july I phoned because I need the authorization number to go see the socialist tomorrow on the 21st july 2016, now apparently they didn't receive the form. Luckily I have the proof of the delivering of the mail to the medical. But now after a week of struggling with my baby, I have to cancel his appointment tomorrow and best of all I must pay r850.00 for cancelling a day before the time. Discovery doesn't care about your health especially babies!

Member no. [protected]
W d erasmus
Complaint:
I have a a toe amputation three months ago and have been in and out f hospital for medication and treatment.
On the 16 june s was discovered after a wound swab was done that I had picked up mrsa infection.
After being hospitalized for 12 days through a specialist physician that specializes in bacterial infections.
It has now been arranged that I can go home but need t be n a drip fr the next 6 weeks.
The medications, your home are nurse and home administration has been approved.
The specialist physician has fitted a cvp drip in the top left shoulder to avoid the drip from coming loose or for infections.
On confirmation this morning with your consultant surie at homecare that my husband can be discharged she said that your staff cannot administer a drip where a cvp drip has been attached.
They need to do a normal drip connection.
Now I ask you what do we do now?
Must he say in hospital for the nex six weeks, discovery pay my b&b and fuel as I stay 120km away or can we get the medication and get another home nurse or my gp to administer the drip.
According to your consultant surie I cannot ge anyone else and your head dr of the homecare should have phone me more than an hour ago.
May be. Should I call enca and carte blanche