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Discovery Health Medical Aid Customer Service Phone, Email, Contacts

Discovery Health Medical Aid
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1.4 210 Reviews

Discovery Health Medical Aid Complaints Summary

19 Resolved
191 Unresolved
Our verdict: If considering services from Discovery Health Medical Aid with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Discovery Health Medical Aid reviews & complaints 210

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11:03 am EST
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Discovery Health Medical Aid double deductions from my account and incorrect debt orders on my account

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

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9:00 am EST

Discovery Health Medical Aid discovery health

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?

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5:16 am EST

Discovery Health Medical Aid credit card

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!

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2:00 am EST

Discovery Health Medical Aid medicine list

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.

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3:05 am EST
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Discovery Health Medical Aid hormone replacement treatment medication not covered

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

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4:33 am EST
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Discovery Health Medical Aid "no private ambulance"

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]

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1:54 am EDT

Discovery Health Medical Aid newborn registration

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.

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7:09 am EDT
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Discovery Health Medical Aid hospital authorisation

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]

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3:17 pm EDT

Discovery Health Medical Aid discovery's disgusting service

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..

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4:12 am EDT
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Discovery Health Medical Aid life insurance

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]

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11:58 am EDT

Discovery Health Medical Aid customer service

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!

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1:42 am EDT

Discovery Health Medical Aid will not supply a 13 years marfan patient with the meds he needs

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]

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3:03 am EDT

Discovery Health Medical Aid the smart plan

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

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TerryAlves
, ZA
Dec 12, 2016 6:30 am EST
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I feel 120% the same about this plan, it is an endless battle between the pharmacy, GP and call center, each one blames the other and knows just as little about the plan as the other - I have had claims rejected at the pharmacy because " I did not use a network GP" mean while I had as I only paid the R50 co payment, sometimes when I tell the pharmacy this, they type away for a couple minutes then miraculously they see the doctor is on the network, I have also had claims at the Pharmacy rejected as " the medicine prescribed is not on the preferred list" I have called the call center regarding the rejected claims which I have had to pay out of my own pocket, just so that i can get better - I have been told " you do not have savings" ummmmm yes I do not have saving because the smart plan does not have saving, how do you not know this! I have also been told " your plan does not cover medication" strange that as the HUGE BENEFIT of this scheme is that they do cover acute prescribed medication - although i guess in hinds sight the *fine print pretty much means you do not actually have cover because the preferred medicines list is rather small.
Please be very careful of the fine print of this plan, i recently was hospitalized in an emergency unable to speak for myself and because the doctors whom treated me in hospital were not part of the DMHS, this included bloods, specialists that are permanently based in the supposed "network hospital" i had to pay these people out of my own pocket! One has no idea how you would even begin to control that - I mean here is a scenario, your admitted to hospital, before they so much as talk to you, look at you, try treat you are you supposed to say "wait before you do any thing are you a DMHS provider? " this is not even a joke - Over all that saying "if it sounds to good to be true, it must be to good to be true" applies to this plan!
Whilst this plan boasts great things and such great success, the call center staff at Discover are not educated on the product so do not look there for help, the GP's on the network or not educated on the product, so you may get a diagnosis for great value, however you will pay to treat such diagnosis at your own cost and the Pharmacies on the network are not educated on the product and so if their little system says rejected, ching ching money in the bank for them, they are obviously not going to try assist you in finding a way to get that medication covered by the medical aid, you will have no choice but to pay for your meds, pay your co payment at the doctors rooms, pay your monthly medical aid and that sums that up- you may pay a small premium monthly on this plan, however what you pay in medication bills, co payment bills, rejected claims will far out weigh the supposed " monthly saving"

Terry-Leigh Alves
[protected]
You have my e-mail address discovery as i have written in full detail to you each time with dates, times and names and issues.

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5:11 am EDT
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Discovery Health Medical Aid specialist authorization

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!

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4:03 am EDT

Discovery Health Medical Aid home care department

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

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Odine
, ZA
Jul 20, 2016 5:21 am EDT
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think I must come join you on carte blance

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3:19 am EDT

Discovery Health Medical Aid discovery life not honouring claim and now diving all bullets to avoid after information provided - bad faith

I’m assisting my dad on behalf of his claim, and so far we have received a very bad service from Discovery.
My dad had went in for an operation for his heart, and had previously been battling with this symptoms for about the last 3 years.
His medical aid is with discovery, so all information is for full verification.
He is self-employed and currently supports his wife and other various expenses.
We had lodged a claim with discovery, and with no communication, discovery eventually paid (5% + 5%) of the claim.
We find this completely in bad taste and not in good faith as the insurer of choice.
Discovery had never communicated details of the payment, we simply found a deposit in our account.
They failed to honour the 100% claim as information was provided.
They have hidden the assessment as too how they worked out the value.
They have never been in contact with Mr Ramnarian.
They have never issued a settlement letter.
Zero for Customer service, First for advertising about the fantastic service.
Due to Mr Condition, he is unable to provide for Mrs Ramnarian, able to pay his medical aid, pay the Insurance premiums ( Life) and as a result of this he is currently thinking of selling off his business.
His three (3) sons are currently assisting to Provide for Mr Ramnarian assistance and managing the business.
Mr Ramnarian had chosen Discovery due to the brand, and the hasslefree claim process – Guess what?
Now he is suffering, together with a financial burden and huge insurance premiums. Very Unfair.
Please can we get some valuable assistance.

Claim number 34116 Policy number [protected]

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Update by Pravinash 1234
Jul 13, 2016 3:21 am EDT

Bad faith by discovery

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12:29 pm EDT
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Discovery Health Medical Aid discovery vitality stealing money from my account

I have sent over 10 emails now and made phone calls. They would call and as soon as I take cut it expecting me to call back. They are very incompetent towards clients. I have experienced issues about my app and fees recently due to an idiot cancelling my vitality by mistake. The next day they email me saying that I cancelled my subscription and another email saying it is a mistake. From there everything went hairy! Nothing works and I've been contacting them for months and they replied the next month.. i got pissed off when they charged me R615 for my gym membership when I am on the vitality fee R158 pm.
They are thieves.

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10:51 am EDT
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Discovery Health Medical Aid non-payment for my professional services to your members in all departments

what the h... IS GOING ON AT DISCOVERY? You act like we have to be at your beck and call to receive payment of claims once we have already serviced your members. Especially the Oncology department. Since you brought Bankmed into your administration department there is total chaos and I have to perform and threaten legal action and only then do you sit you up and very reluctantly pay me as a service provider! Most of the time you take more than a month to pay me for my professional services and in future I will think twice about treating your members and make them pay up front and THEY can then wait for over a month to be paid by your inept and disgusting claims department! This is an on going disrespect to me when I submit my claims to you, I have to perform and threaten legal action all the time before I am paid WHAT IS GOING ON! Get Adrian Gore to answer this please!

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4:51 am EDT

Discovery Health Medical Aid excision of lumps not covered

I have growths / lumps under my arms and discovery refuses to pay. I am in pain daily yet discovery says the surgery is cosmetic. They make cold heartless decisions. Should this happen to your ceo or panel of doctors family you would have approved this surgery. A person cannot live in pain daily how is this cosmetic. This medical aid has a risk management team that is employed to look for every reason not to pay our claims. Cold and heartless. I am a member since 2011 and my first claim on my medical aid is declined. I am sure to expose discovery for the crooks they are. Will be taking you to the media! People must be made aware this.

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12:53 am EDT

Discovery Health Medical Aid apple watch rewards discovery vitality

My complaint is with regards to discovery vitality active rewards where you can get a apple watch for achieving your goals. I can't get a smart watch because i don't have a apple watch. I have a flag ship android phone (S7 edge) and i can't receive a reward. I should be able to receive some sort of reward in the same category for reaching my goals. You will see emails which i copied and pasted below which are back and forth with discovery and there assistance is pathetic!

Me
Category selected: fitness devices
Query:
Hi i would like to know why for for the vitality active rewards you offer a apple watch but not the samsung watch? I would like to receive rewards and get a watch but i cant as you don't offer the samsung gear watch. A lot of people have android phones and you don't cater for that which does not seem fair. I would just like to know the reason for this. Kind regards tyrone

Discovery
Thank you for your recent contact with discovery vitality.
Our new vitality active rewards with apple watch benefit is part of a global collaboration with apple and is hence only available on apple watch at this stage.

Vitality continues to cater for various device preferences – our members can use their preferred fitness device to track their activity and earn rewards by downloading the discovery app onto their ios or android smartphone.

Also, with vitality healthycare and healthygear, vitality members can get up to 25% cash back on various fitness devices at our partner stores.

We’re committed to our entire vitality community and are constantly looking for ways to enhance our benefits so please keep an eye out for new developments.
If you have any more queries, please visit our online vitality support page: www.Discovery.Co. Za > vitality > vitality support for a range of troubleshooting options.

Me
Hi
So if its a global collaboration with apple. What does this mean on your web site.
(Apple is not a participant in or sponsor of vitality active rewards)
If they not a sponsor how are dicovery only able to give apple watches as rewards and not a samsung or another
Android smart watch?

Me
Hi
I am still waiting on a response on the smart watch subject, i have not received any information on my last email.
And i think the reason is discovery have no reason for why they only have a apple watch reward and not a android watch.
How can you cater for only some clients, when you should cater for everyone who is able to apply for the reward.
Just because i don't have and iphone i cant get a smart watch. Like your websites implies (Apple is not a participant in or sponsor of vitality active rewards)
Which from my understanding means you should be catering for all you clients!

I hope to receive a response to my queries asap.

Kind regards

Discovery
Thank you for your email regarding vitality fitness device and active rewards
Please note that you can also use the following fitness devices that vitality has partnered with to get rewards
You can link the following devices and apps directly to vitality:
• garmin
• polar
• fitbit
• fitbug
• withings
• misfit
• apple watch
• jawbone
• s health /
• samsung – the gear watch tracks heart rate. The s-health app tracks steps on newer samsung models, and select other android compatible phones.
• ihealth.
And also these are the smartphones that you can use that are partnered with discovery app
• the discovery mobile app is currently only available on apple ios devices and android smartphones – this decision was made because most of our members use these devices.
• we are constantly monitoring the growth of other operating systems like windows and blackberry and currently considering a mobile solution if these options become viable. If they do become available in the future, we will let all our members know through our vitality newsletters, on our website and our social media pages
If you have any more queries, please visit our online vitality support page: www.Discovery.Co. Za > vitality > vitality support for a range of troubleshooting options.
Regards
Vitality servicing team

Me
Hi
So i am just trying to understand your first email you replied to me the excuse for only having the apple watch for
A reward was because its part of a global collaboration with apple, then when i send a email saying that you site says that apple is not
A participant in or sponsor of vitality active rewards) now your excuse is your decision was made because most of your
Members use this device which sounds like rubbish to me.
And the samsung gear monitors your heart rate your steps you can also see how much water you drink and so much more.
Look at the attached pictures there is no excuse for discovery not to give the watch as a reward.
Yes you have all these other devices but you don't pay it in full if your client achieves there goals so whats the point.
If you can show me statistics that more of your clients have iphones that would be great because i would like to know
Where you got that from!
And if i can't get a apple watch with the rewards what reward do i get in terms of gear wear?
Like i said before, how do discovery cater for their other clients? If you can't get a gear paid in full for achieving your goals?
And i would like to know what the samsung gear can't do in therms of reaching the goals discovery need to supply there clients with the watch.
The watch can track everything samsung was one of the first to bring a smart watch out so i don't see the apple watch doing anything the samsung
Gear can't.
I would like your next replay to have some decent facts on why you cant supply your client with rewards like a samsung gear and as you can see
I am not going to just let it slide until i have some solid reasons from discovery.
I would actually like to add these emails to a discovery blog and see what other people think about this.

Dicovery
Thank you for your email regarding your apple watch query
The only way you can be eligible for an apple watch is as follows:
Who is eligible for the apple watch benefit?
To qualify for this benefit:
A. Iphone 5 or later is required to use apple watch.
B. You must activate vitality active rewards. If you haven’t yet activated it, do so today by downloading the latest version of the discovery app and clicking on vitality active rewards under ‘vitality’.
C. You must have a discovery gold card or higher. If you don’t have a qualifying discovery card, you can apply for one or request an upgrade on www.Discovery.Co. Za. You can also call us on [protected]. If you do have a qualifying discovery card, it must be in *good standing.
D. You need to have a discovery card limit of at least r15 000 and an available balance of at least r5 000. You can request a limit increase online or on [protected].
E. You need to be either the main member or secondary adult dependent on your vitality policy.
F. There must not be an existing vitality active rewards with apple watch benefit on the policy.
*your discovery card account is in good standing if it is open, active and not in arrears for more than one month. Your account is not in good standing if you need to undergo debt counselling
You will pay a r350 non-refundable activation fee for the vitality active rewards with apple watch benefit.

If you meet all your weekly vitality active rewards goals for 24 months, discovery vitality will fund your apple watch in full. If you don’t meet your goals, your discovery card will be debited by a monthly amount (Penalty) that is calculated as a percentage of the retail price (Pricing subject to change).
If you have any more queries, please visit our online vitality support page: www.Discovery.Co. Za > vitality > vitality support for a range of troubleshooting options.
Regards

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Use this comments board to leave complaints and reviews about Discovery Health Medical Aid. Discuss the issues you have had with Discovery Health Medical Aid and work with their customer service team to find a resolution.