Customer service is something that Discovery doesn't sell

I hate dealing with Discovery. I have all my producst with them which includes medical aid, annuity, car insurance, home insurance and life insurance.

My husband and I have been sick and therefore made an appointment to see a doctor after doing the COVID risk assessment on the discovery app.

This morning I received a bill from Intercare and was told that I have to pay them for the consultations. I then called Discovery to find out why this wasnt paid becasue the app says this:

You have answered yes to some of the questions in the risk assessment which could mean that you are at risk and may need a consultation with a healthcare professional who will assist further and provide guidance on the next steps. If you require immediate care, you should contact your doctor. You are covered for this consultation, or a face-to-face or telephone consultation with a network GP, and a defined number of COVID-19 PCR tests a year when referred by the doctor that screened you.

So the consultation is apparently not covered even though it says so here? The consultant (whose name I didnt get becasue the line was so bad) was telling me that it doesnt say where it will be paid from. SO it doesnt come from the day to day benfits but from my savings??

After 30min she went silent. I could hear her in the bakground but she just ignored me until I had to put the phone down. This is the straw that broke the camels back. I am so gatvol of the terrible customer service I ALWAYS receive from Discovery. No matter what product I have, any interaction with a consultant leaves a sour taste in my mouth. Having worked in a call centre myself, I cannot believe that consultants can get away with this.

I would really like someone to listen to that call and hear exactly what I heard to understand when I say that Discovery has the worst customer service. The whole experience just infuriates me so much. I am at the point now that I will pay a little extra to move my stuff away from them just to get better service.