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Discovery Health Medical Aid
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Discovery Health Medical Aid
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www.discovery.co.za
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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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2:48 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Discovery Health Medical Aid - Discovery medical plans

I have been sent backwards and forwards since the 17th of August, trying to sign up for medical aid for my daughter and I. My husband and I went through a divorce. He gave a month's notice end of August to remove us from his Classic Delta plan. The account holder who manages corporate medical aid, advised me to complete an application form and send...

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3:39 am EDT
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Discovery Health Medical Aid Retirement Fund disinvestment and provident fund

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.

Desired outcome: I would like an immediate clearance payment done to my account today and I would like an apology from someone senior who actually knows what is going on and can give me the proper truthful story.

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7:16 am EDT
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Discovery Health Medical Aid Customer service

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.

Desired outcome: I call from a Discovery Medical Aid assistant.

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Is Discovery Health Medical Aid legit?

Our verdict: Complaints Board's thorough examination reveals Discovery Health Medical Aid as a legitimate entity with notable strengths. Despite a 9% resolution rate on customer complaints, which invites a closer look, Discovery Health Medical Aid stands out for its commitment to quality and security. Clients considering Discovery Health Medical Aid should delve into its customer service record to gauge compatibility with their expectations.

Discovery Health Medical Aid earns 91% level of Trustworthiness

Perfect Trust Endorsement: Discovery Health Medical Aid achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Discovery Health Medical Aid. The company provides a physical address, 10 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Discovery.co.za has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Discovery.co.za has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Discovery Health Medical Aid as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for Discovery Health Medical Aid have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

However ComplaintsBoard has detected that:

  • While Discovery Health Medical Aid has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 210 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • We conducted a search on social media and found several negative reviews related to Discovery Health Medical Aid. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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7:20 pm EDT
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Discovery Health Medical Aid Paymenst.

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.

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6:16 am EDT
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Discovery Health Medical Aid Unable to reach the call centre number of [protected] after several attempts.

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

Desired outcome: Please take note that he has lost his card and kindly supply him with a new one.

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5:55 am EST
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Discovery Health Medical Aid Getting a refund.

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.

Desired outcome: I want my Money paid to me in full asap.

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5:08 am EST
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Discovery Health Medical Aid Discovery Medical Aid

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.

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8:00 am EST
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Discovery Health Medical Aid Medical aid

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.

Desired outcome: Would be nice if someone actually got me on a telephone call or a WhatsApp call.

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11:43 am EST

Discovery Health Medical Aid Underwriting is a undercut

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

Desired outcome: I want a new quote with all kidney related matters removed, and my wife and daughter be covered from the date of commencement

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2:37 am EST
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Discovery Health Medical Aid Insurance

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

Desired outcome: Please respond.

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11:03 am EDT

Discovery Health Medical Aid Non existing extender benefit

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.

Desired outcome: I do not thing Discovery will do a thing, as they are too big

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7:01 am EDT

Discovery Health Medical Aid Discovery Medical Scheme

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.

Desired outcome: See above

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10:13 am EDT

Discovery Health Medical Aid Discovery health medical scheme

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!

Desired outcome: I would like to have a prorated premium from the 1st to the10th of the month and then a month billing cycle commencing on the 10th of each month. Outsurance has accommodated me in this manner, not leaving me out of pocket.

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2:02 am EDT

Discovery Health Medical Aid discovery medical aid

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

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8:48 am EDT

Discovery Health Medical Aid Discovery medical aid

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

Desired outcome: To resolve this as i do not wish to move to another medical aid. But will if they keep up with this outrageous service

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Heide van der Westhuizen
, US
Nov 02, 2022 8:34 am EDT

I am very sorry to hear about your terrible experience!

I am finding it impossible to speak to a consultant. Guess I am old fashioned, but I do not like speaking to machines. I am told my e-mail address is incorrect. IT IS NOT!

Can anyone advise me?

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12:37 pm EDT
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Discovery Health Medical Aid Poor hospital admissions protocol

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!

Desired outcome: Disciplinary action to be taken against the Discovery employee (GWEN) and a written apology to my wife from the said employee.

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10:16 am EDT
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Discovery Health Medical Aid To get my money back asap

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.

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11:43 am EST

Discovery Health Medical Aid constant phone calls to my cell phone

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

Desired outcome: Stop these calls from coming to me

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Update by K Wa
Jan 04, 2022 11:44 am EST

These people have called me every day and there is no way of getting them to remove from their call list. I've block every number they call me from

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4:16 am EDT
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Discovery Health Medical Aid Discovery overall poor service - Discovery really is just a shopping basket!!

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

Desired outcome: Ensure my grandmothers medication gets put on a chronic script where she does not have to pay R2000 a month

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8:05 am EDT
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Discovery Health Medical Aid No one acknowledging my emails

My membership no is [protected] and since 24th June I have requested acknowledgement of a bill that I have paid for to be included for Income Tax purposes but NO-one is replying to me ( I am not talking about the automated answer) I have not received any statment showing that I have submitted this bill on my profile - surely 3 months later this is ?
MI Olsen

Desired outcome: A human being to respond to me

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Contact Discovery Health Medical Aid customer service

Phone numbers

+27 115 292 888 +27 315 086 444 More phone numbers

Website

www.discovery.co.za

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