Submitted Incorrect Billing to Medical Aid, then Handed Us Over For It

In May 2025 I had my four impacted wisdom teeth extracted in hospital. Prior to the procedure, Discovery confirmed it would be covered and authorised the admission. In June 2025, I received a statement from Intercare indicating that payment was outstanding. I immediately responded to say that the procedure had been authorised and covered by the medical aid and that the matter should be addressed with Discovery.

Since then, for several months, I repeatedly followed up with Intercare Gonubie and was consistently told that the matter was being handled. During this period, I also contacted Discovery on multiple occasions and was informed that the claim had not been paid because Intercare had submitted the billing incorrectly - with the first submission being incorrect teeth quantity billed, and the second submission being the incorrect facility code used. I presented this information to Intercare Gonubie, I was told it would be resubmitted, which had been done in October 2025. In February I contacted Intercare head office and managed to speak to one helpful person, Tumo, who put me in contact with Michaela. Michaela did not respond at the time, I had to follow up twice, only for her to tell me that Intercare Gonubie are handling it and will provide feedback - so back to square one, even after begging for assistance from head office.

Despite the ongoing dispute of Intercare's billing issue, and the subsequent delayed payment from Discovery, my husband has now been handed over for this matter and received a summons and credit bureau ramifications. This is completely unacceptable. The issue was derived from incorrect billing, not due to refusal or evading payment. My husband and I have done everything we possibly can to act as the middle man between Discovery and Intercare, which should never have been our responsibility in the first place. If the billing was correctly submitted the first time then none of this would have even happened.

Just yesterday Intercare Gonubie finally received confirmation of the billing resubmission being processed by Discovery, but unfortunately this came a little too late as Intercare head office had already decided to hand this matter over, despite it still being in dispute due to billing issues.

I need confirmation that Intercare will take responsibilty and revoke the hand over, along with the adverse credit bureau listing.

While I understand that mistakes can happen, this account should never have been handed over while it was still in dispute and at no fault of our own. We had been patient when Intercare Gonubie consistently informed us that they were handling it. I have documented all the correspondance from our side which very clearly shows that we have done everything we can to assist - I would even go as far as saying we put more admin and follow-ups into this than either other party did. I would love to send this all to a manager to review and see if they think this was worthy of being handed over for.

This entire experience has left me with a lot of distaste for Intercare and I cannot see us returning as customers after this ordeal. For now, I just need to get my husband's credit score cleared of any wrongdoing and since Intercare handed it over, Intercare can sort it out - that's the only apology that will suffice.