Another Classic Sloppy Customer Experience

Below is a high-level breakdown as to how Discovery has failed me yet again.

My objective: to understand how do I claim against my diabetic chronic care benefit after I visit a cash only practice.

Encounters: 1. First call: consultant gives me an entire "list" that the specialist needs to capture on the statement to ensure the claim is processed correctly 2. Second call: consultant unaware of the process and makes me wait about 5mins to which I hang-up; she calls me back just to transfer me to the actual department of who can assist me. I then get told to wait so they can clarify this information

Issues: 1. I have been provided with 2 different processes to which the first consultant wants diagnosis and procedure codes documented on the statement versus the third consultant stating that all I need is to email the invoice 2. Should I email the invoice then I have ZERO guarantee that the reimbur*****t will come off by chronic basket care and NOT my savings. I have no confidence in them processing a simple claim that efficiently

Expectation: Absolutely none; I will get some relations person establishing contact after a week (if I'm lucky) with a poor **** apology and stating this will be escalated to management for training and quality purposes; or some other excuse for telling you that we note your concern but actually dont give a damn! Having spent airtime waiting around for such feedback I get put out of pocket and not them.

Well done discovery on showing how efficient your customer engagement processes are and how much you do actually "care"!