Customer Care - Not

After having been a Discovery Health member for 13 years, I was surprised to see my debit order to Discovery increase by over 30% at the beginning of this month. When I queried this I was informed that an email had been sent to me to let me know that as my son had turned 21 his medical cover would be increasing the month after his birthday. I went back to look at my correspondence to find that in fact I had received 1 email from them on 16 July to inform of this. No follow ups, no reminders or anything after that. At the time I was busy nursing a wife who had contracted a severe case of Covid, so I was at fault for not following up my emails more diligently. At that time I was more interested in securing an Oxygen supply and medicine for my sick wife, which Discovery was very much aware of. If I had been asked whether this was something that I wanted, I could have made a call and would have been aware of the change. I cannot believe that something like a 30% increase in contributions doesn't warrant at least a phone call or follow up email to make sure that a customer is aware of changes that are going to take place and what the implications are. I really feel that a little more care could have been taken to ensure that I was aware that this change was about to happen so that I could provide for it. It was all sorted out by very polite staff (Which took a few hours), but the whole episode and disappointment in Discovery could have been averted through some decent communication and proper customer care.