CRM misrepresentation and failure to pay a great GP

I refer to call reference ********** 898 where I spoke to Clarissa. First she misrepresented herself as an escalations representative or a CRM. My concern is that we pay a hefty premium where the extender benefit is only paid to a certain group of GPs based on them using technology and not the medical proficiency. I have unceremoniously been told that when my MSA runs out and my family is ill, I need to find a different qualifying GP in order to pay from the extender benefit. This is absurd and a business practise that does not cater for the well being and the relationship between the member on their provider. If my family GP had lost their license for malpractice then I understand but when he is a great doctor who fully understands my family needs then I cannot see the sense in this change.

Then when I wanted to log a complaint I was referred to the website to do so or the call could be transferred to a CRM. I thought I was speaking to one!! Clarissa, you need to learn to listen and be completely honest through your interactions and I chose a public forum to share my frustration rather than your website for transparency. I'm sure I'm not the only person/family frustrated by this and hope you and Discovery find a way to pay the provider especially since the benefit has been set aside an is currently unused!!!