Automated replies and miscommunication

I am dissappointed with the manner that deceased estates are dealt with at Discovery Health.

Immediately upon death on an estate matter I notified Discovery Health. I provided contact details of the executor, copies of required documents etc. This was March 2017.

I was in contact with a consultant - thus I had a direct email address apart from the general query address. I always used the reference number so that Discovery can keep track on the matter.

Once there were funds available I settled the account and forwarded proof of payment. This was September 2017.

In June 2018 Discovery wrote to the family to inform that there is an amount outstanding (the same amount I have already settled) and that they wish to be provided with the executor's details.

A mourning family had to be harassed with bills and letters on a matter that had been finalised. Again I wrote to Discovery, copying in the same agent that the matter had been allocated to previously. I included the proof of payment, reference numbers etc.

Discovery's response? An automated reply (3 to be exact) requesting the Letter of Executorship etc. once again as if it was the first correspondence on the matter:

Good day Thank you for contacting us. Late estate for ***x Kindly be advised that we have received your request. In order to assist you with the above late estate we will need the following: A copy of the death certificate and ID for the member Letters of executorship A copy of the appointed executor’s ID Power of attorney signed by the nominated executor ID copy of nominated party We require all documents before we may proceed with your request. Please forward the outstanding documents to ********** Once received, please allow 2 – 3 working days for the request to be processed. If you have any more questions, please call us on ***, email ********** or visit www.discovery.co.za Regards Demetry Van Rooyen Discovery Health (Pty) Ltd On behalf of Discovery Health Medical Scheme