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Discovery Hospital Authorisation Contact Details

Updated 5 October 2026Official source onlyIndependent directoryPublished by Silas T Nkoana, Cape TownReport a wrong number

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To contact Discovery Hospital Authorisation, call 0860 999 911 (Emergency Hospitalisation), or email mydispute@discovery.co.za (Disputed / Declined Authorisation). For planned hospital admissions, the general helpline and hospital authorisation line is 0860 99 88 77, weekdays 07:00 to 17:00.

Discovery Health Medical Scheme separates hospital pre-authorisations from generic customer support so that planned procedures, surgical admissions and emergency stays are approved efficiently. Before undergoing planned hospital treatment in South Africa, securing official pre-authorisation is mandatory to avoid out-of-pocket co-payments or benefit claim rejections.

Broader scheme directories sit under the Insurance, Medical Aid, Retirement, And Provident Funds contact details hub.

Discovery hospital authorisation contact details at a glance

When contacting Discovery Health for hospital pre-authorisation, always confirm contact details through official channels before sharing sensitive medical diagnostic records or identity information. The 0860 99 88 77 line and the www.discovery.co.za portal are the two published routes for planned admissions; the 0860 999 911 line is the emergency route, and the email addresses above each carry a single purpose, so choose the one that matches your issue.

Best contact route by issue

  • Planned Surgical Admissions & Day Clinics: use the Discovery website portal (www.discovery.co.za) or mobile app to log pre-authorisation requests at least 48 hours prior to admission.
  • Emergency Hospital Admissions: for sudden medical emergencies or after-hours trauma admissions, go directly to the nearest hospital emergency room and dial 0860 999 911; the hospital case manager or family member can complete pre-authorisation within 24 to 48 hours post-admission.
  • Specialist & Diagnostic Procedure Pre-Approval: for MRI scans, CT scans, gastroscopies, or outpatient scopes, request authorisation through the Discovery web portal or via 0860 99 88 77 using provider tariff codes.
  • Extended Stays & Treatment Plan Re-Authorisations: if your attending doctor extends your hospital stay, the hospital case manager coordinates directly with Discovery Health via internal hospital provider portals.
  • Pre-Authorisation Query Escalation: if an authorisation is declined or partially approved, submit written medical motivation letters from your specialist to Discovery Health for clinical re-assessment.
Contact NeedPrimary Recommended ChannelEssential Details Required
Planned Hospital AdmissionWeb Portal / Discovery App / 0860 99 88 77Membership number, admission date, ICD-10 code, doctor practice number
Emergency Hospitalisation0860 999 911 / Hospital Case ManagerPatient ID number, emergency facility details, initial diagnosis
Specialist Scans (MRI/CT)Online Portal / Call Centre (0860 99 88 77)Tariff codes, referring doctor motivation, diagnostic codes
Disputed / Declined Authorisationmydispute@discovery.co.za / Customer CareReference number, specialist clinical letter, ICD-10 diagnosis

Calling the Discovery authorisation line

Members can reach dedicated call centre consultants on 0860 99 88 77 during standard business hours (Mondays to Fridays, 07:00 to 17:00). When calling, an Interactive Voice Response (IVR) menu will prompt you to select hospital authorisations. Ensure you have your 10-digit Discovery Health membership number ready. Always note the call reference number provided by the representative for future tracking and correspondence.

Requesting pre-authorisation online

Requesting pre-authorisation online is the fastest, most reliable route for planned procedures. By logging into the official Discovery web portal at www.discovery.co.za, members can navigate to “Going to hospital” under the Medical Aid section.

Online self-service features allow members to:

  • Submit electronic pre-authorisation forms for hospital stays and clinical procedures.
  • Check existing hospital authorisation statuses and view approved lengths of stay.
  • Find network hospitals and designated service providers (DSPs) to avoid co-payments.
  • Download official authorisation letters to present to the hospital admissions desk.

Always ensure your browser URL displays HTTPS and connects securely to the official Discovery domain before submitting confidential medical details.

The portal suits a planned admission because the four self-service features cover the whole request: the electronic form goes in, the authorisation status and approved length of stay stay visible, the network hospital or DSP can be checked before admission, and the authorisation letter is downloaded for the admissions desk. When a request is handled telephonically instead, always note the call reference number provided by the representative for future tracking and correspondence.

The Discovery app and other self-service options

Discovery Health provides digital self-service tools, including the Discovery Mobile App (available on iOS and Android) and automated online support tools. Members can use the mobile app to initiate pre-authorisation requests, view scheme benefit limits, and track active hospital approvals on the go.

For mobile self-service:

  • Download the official Discovery App from verified app stores.
  • Authenticate using your secure login details.
  • Navigate to the hospital authorisation menu to submit doctor codes and admission dates.

Never share OTPs, passwords, or personal financial details over unverified text messaging or third-party platforms. The app and the portal are the two digital routes Discovery Health publishes for pre-authorisation; anything asking you to confirm membership or medical details on another platform is outside those routes.

Claims after an authorised hospital stay

While hospital pre-authorisation grants approval for admission and specific treatment protocols, it does not guarantee automatic payment of every hospital bill line item. Healthcare providers and hospitals usually submit claims directly to Discovery Health electronically, but members remain responsible for monitoring claim statements. To keep claim processing smooth after an authorised hospital stay:

  • Verify that the treating doctors and hospitals use the exact ICD-10 diagnostic codes and RPL tariff codes approved during pre-authorisation.
  • Check whether your plan option requires using Designated Service Providers (DSPs); using non-network facilities may attract co-payments.
  • For personal refund requests or tariff gap queries, contact Discovery Health claims support at claims@discovery.co.za, or see how another scheme structures its claim routes on the Bestmed Claims Contact Details page.

Portal faults and declined authorisations

System technical errors, login issues, or unexpected authorisation declines should be addressed immediately:

  • Technical Portal Faults: if you experience errors while submitting pre-authorisation online, take a screenshot of the error message and call 0860 99 88 77 for telephonic logging.
  • Incomplete or Declined Authorisations: if a procedure is rejected due to missing clinical details or incorrect tariff codes, request an updated motivation letter from your treating specialist and submit it to Discovery Health for re-evaluation.
  • Unexpected Co-Payments: if a hospital bill includes unexpected out-of-pocket charges, cross-reference your authorisation letter against the itemized hospital invoice to verify whether non-approved items were billed.

Complaints and escalation for authorisation disputes

If you experience unresolved disputes regarding hospital pre-authorisation rejections or service delays, follow the standard South African dispute resolution sequence:

  • Internal Customer Care Escalation: contact Discovery Health authorisation support on 0860 99 88 77, request an escalation to a supervisor, and record the unique ticket reference number.
  • Formal Complaint to Principal Officer: submit a written complaint via the online form at www.discovery.co.za or email principalofficer@discovery.co.za.
  • Formal Dispute Submission: if the issue remains unresolved, lodge a formal written dispute with the scheme’s dispute committee by emailing mydispute@discovery.co.za.

What to prepare before contacting Discovery Health

To avoid unnecessary delays when calling or submitting an online request, gather the following details beforehand:

  • Main member Discovery Health 10-digit membership number.
  • Patient full name, dependant code, and South African ID or passport number.
  • Planned admission date and estimated duration of hospital stay.
  • Hospital or day clinic name and practice number.
  • Treating doctor and specialist names and practice numbers.
  • Primary diagnostic codes (ICD-10 codes) provided by your doctor.
  • Surgical procedure codes (RPL or tariff codes) for planned interventions.
  • Previous reference numbers if querying an existing authorisation request.

Always verify before you pay any unexpected upfront hospital deposits or third-party demands to ensure you are following official scheme guidelines.

Other medical scheme contact guides sit alongside this one: Bankmed Contact Details and Bestmed Chronic Medicine Contact Details.

Frequently asked questions

What is the best way to contact Discovery Health for hospital pre-authorisation?

The most efficient way to request hospital pre-authorisation is online at www.discovery.co.za or through the Discovery Mobile App. For direct telephonic assistance or complex pre-authorisation queries, call Discovery Health on 0860 99 88 77 (Monday to Friday, 07:00 to 17:00).

What information should I prepare before requesting authorisation?

Have your 10-digit membership number, patient ID number, admission date, hospital practice number, treating doctor practice number, ICD-10 diagnostic codes, and procedure tariff codes ready before submitting your request.

What should I do if I cannot get help?

If standard customer service channels fail to assist, request an escalation to a team supervisor or lodge a formal internal complaint via principalofficer@discovery.co.za. If the issue remains unresolved, lodge a formal written dispute by emailing mydispute@discovery.co.za.

Is hospital authorisation available by phone, email or WhatsApp?

Discovery Health provides hospital pre-authorisation support telephonically on 0860 99 88 77 and digitally on the secure member portal at www.discovery.co.za and the official Discovery App. Always confirm active contact channels on live official scheme portals prior to submitting sensitive medical data.

What number do I call for an emergency hospital admission?

0860 999 911, the 24-hour Netcare 911 emergency response line. Go directly to the nearest hospital emergency room, and the hospital case manager or family member can complete pre-authorisation within 24 to 48 hours post-admission.

Which email do I use for a declined authorisation?

mydispute@discovery.co.za, the formal disputes email. Include the reference number, a specialist clinical letter and the ICD-10 diagnosis.