AH
Andre H
1 reviews | Active since Apr 2025
02 Apr 2025, 12:00
Great Customer Service by Justin Van Wyk Discovery Group life.
I had a complaint, regarding payment of a Pay back and the incorrect information being used, in spite of my correct details being in place for the past two years, Justin Van Wyk who took my call was very professional and sympathetic to the situation. He offered to keep on top of the complaint and keep me updated, which was a comforting gesture. I do understand however that he is restricted in terms of the influence that he can have on resolving the issue, and as such this review is directed at how he handled my request. Rather than the poor execution of the task by the Discovery group life.
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So I have told you what the problem is, I have found the root cause and suggested how to mitigate these risks. It seems that I am working for you but not receiving compensation for it. What more can I do? Because a problem of this nature that exists for 3 years, would suggest either apathy towards your customers, incompetence, or more concerning, a blind spot so that can be taken advantage of?
Andre H's updateReviewer Update
02 Apr 2025, 12:29Discovery Group life has disappointed me for the past 3 years regarding the payment of the payback, that they fulfill in March of each year.
- Firstly, they don't keep their own records of bank account information separately to other Discovery entities and rely on the nominated account on your discovery health product.
- Secondly, you entitled to this benefit if you have vitality and one of their products not necessarily health. So that would mean that they might not be able to use the banking information on your health product anyways. To me this would suggest that perhaps maintaining their own database of up-to-date information would be a better risk practice. Which i suggested 3 years ago when i had the exact same problem
- Thirdly the sharing of personal individuals' information between responsible third parties is acceptable in the POPI act. However I cant say with any confidence that this has taken place here
- Depending on third party information to make financial transactions is reckless as the source of accuracy of this information cannot be determined should be validated and as such it would be a better risk practice to maintain a database of your own.
- This is a pay back , however I shudder to think of the ***** that can occur if the information is not validated, and large disability or pension payouts are made into the incorrect bank accounts.
- I contacted Discovery health to confirm that the nominated bank account has been in place since the April 11th 2023.
- Previously I had to escalate this to the ombudsman, since discovery said that I should just use the funds from that bank account. The bank account they paid to has been closed for more than a year.
- There was no prior communication to determine that the bank account they had on record was accurate before making the payment. I think making people aware of the payment and that the information they have on record is correct would have mitigated this problem. This is also something i suggested to them three years ago.
So I have told you what the problem is, I have found the root cause and suggested how to mitigate these risks. It seems that I am working for you but not receiving compensation for it. What more can I do? Because a problem of this nature that exists for 3 years, would suggest either apathy towards your customers, incompetence, or more concerning, a blind spot so that can be taken advantage of?
AH
Andre H's update02 Apr 2025, 12:29
Reviewer Update
Discovery Group life has disappointed me for the past 3 years regarding the payment of the payback, that they fulfill in March of each year.
- Firstly, they don't keep their own records of bank account information separately to other Discovery entities and rely on the nominated account on your discovery health product.
- Secondly, you entitled to this benefit if you have vitality and one of their products not necessarily health. So that would mean that they might not be able to use the banking information on your health product anyways. To me this would suggest that perhaps maintaining their own database of up-to-date information would be a better risk practice. Which i suggested 3 years ago when i had the exact same problem
- Thirdly the sharing of personal individuals' information between responsible third parties is acceptable in the POPI act. However I cant say with any confidence that this has taken place here
- Depending on third party information to make financial transactions is reckless as the source of accuracy of this information cannot be determined should be validated and as such it would be a better risk practice to maintain a database of your own.
- This is a pay back , however I shudder to think of the ***** that can occur if the information is not validated, and large disability or pension payouts are made into the incorrect bank accounts.
- I contacted Discovery health to confirm that the nominated bank account has been in place since the April 11th 2023.
- Previously I had to escalate this to the ombudsman, since discovery said that I should just use the funds from that bank account. The bank account they paid to has been closed for more than a year.
- There was no prior communication to determine that the bank account they had on record was accurate before making the payment. I think making people aware of the payment and that the information they have on record is correct would have mitigated this problem. This is also something i suggested to them three years ago.
So I have told you what the problem is, I have found the root cause and suggested how to mitigate these risks. It seems that I am working for you but not receiving compensation for it. What more can I do? Because a problem of this nature that exists for 3 years, would suggest either apathy towards your customers, incompetence, or more concerning, a blind spot so that can be taken advantage of?