Members of Discover Health Medical Scheme (DHMS) felt made members diagnosed with infertility feel ignored, discriminated against and isolated.
There is no infertility treatment plan offered by the scheme.
The organisation has written two open letters to Discovery urging it to address and put in place an infertility treatment plan, which would allow members access to in-vitro fertilisation and intra-uterine insemination.
But Discovery said on Friday that it has excluded infertility treatment, just as all other medical schemes in the country, and that the exclusion was not unique to the scheme.
In the latest open letter, the organisation said it understood there could not be open-ended funding for infertility treatment, but added there were many examples around the world where medical schemes gave their members access to well-structured holistic infertility programmes.
According to the organisation, infertility affects one in six couples of reproductive age (15 to 44 years), and is one of the most common conditions that couples in this age group are diagnosed with.
Despite this, Discovery Health continues to refuse a treatment plan to allow members access to in-vitro fertilisation and intra-uterine insemination for a recognised disease entity, which is also a prescribed minimum benefit (PMB) disease.
Infertility is a life-shattering diagnosis for many couples, and they only receive assistance from Discovery Health in the form of diagnosis (PMB-related claims).
In addition, it is an insult to many couples across the population, including members of the Discovery Health Medical Scheme, to be the only PMB disease category listed as a blanket exclusion on the exclusion list for Discovery Health, the organisation wrote in the letter.
The principal officer of the scheme, Milton Streak, said they had to uphold their responsibility in balancing the healthcare needs of members with ensuring that members contributions remained affordable in the long term.