The Council for Medical Schemes says it learnt of the error ‘via the media’. Picture: Supplied Discovery Health’s abrupt about-turn where it will now cover the costs of a claims processing error was so utterly predictable. There has been a flood of sustained pressure since it began notifying members about the error, which affected members on the five high-end Discovery Health Medical Scheme (DHMS) plans, at the start of January.
Not only were the letters sent to members about the error nearly completely tone deaf – it referred to the mistake it made abstractly as an “error” that was “made” – they weren’t even dated! The letters were signed by chief operating officer of Discovery Health, Karen Sanderson, with the final line being the hardly sincere: “Thank you for your understanding as we make these corrections.” Surely an error of this magnitude, regardless of it only affecting 0.6% of the scheme’s total membership, warranted communication from the CEO, Dr Ron Whelan? The timing of these letters also frustrated members.
Discovery had, at least according to the communication, reprocessed the affected claims “as at” 18 December. But because communication was only sent in early January, members were unable to make changes to the plans they were on. Much of this was grandstanding as they more likely than not wouldn’t have downgraded their cover, but the frustration and anger was clear.
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