Daft Discovery Health Takes NO responsibility and provides NO real solutions

<p>I have just wasted 13 days and 1 hour of my life. Adn what for? To explain to a low level consultant that I want my fiance to be on my medical aid. But that should be simple right? Noooo, not for Discovery Health. They have to first give you the WRONG advice and then 13 days later send you a letter stating what they suggest. </p> <p>So here is the full story:</p> <p>I want to load my finace on my medical aid (which is a Classic Saver - she is on the Essential Priority). I speak to my broker and she gives through the intention to the Scheme (apt word scheme). To which they ask us to complete a downgrade form. DOWNGRADE. I do qeury this but am advised that is what they require. So we send this off. We hear NOTHING for weeks. Only then to receive an email on the 21st of May 2016 (yes a SA****AY) that is a day <strong>after</strong> we can submit the re-instatement or any other forms required to have the cancellation stopped. This email contains a letter telling us that they are not allowing this and that they advise us to go to Essential SAVER - ***. So first they advise us incorrectly then they refuse and tell us to go to a much worse medical aid with them. So on Monday the 23rd the first call of many start. I phone THEM, yes not the other way around - because we have to do their work. Only thing the consultant can tell me is that I will have to speak to a Specialist - yeah - specialist in their rules. So they spew they garbage that this is not allowed and that we can only upgrade 1 January (so essentially we have to pay TWO seperate Medical aids so they can make more money - not to even mention the loss we have due to the vitality points but anyway). So I disagree, telling them that I was ill advised and we have already started the process. I further ask this "specialist" what would have been the case if she was on a different medical aid. They would look at the merits of it. WHAT MERITS?? both my fiance and myself are on DIAMOND status and have NO procesured planned nor are we high risk so I cannot understand the issue but that is not allowed by them. I end the call as this was not getting us anywhere asking for the consultant to get a customer care manager to call me. Which this person DOES NOT DO. So I phone back AGAIN. This consultant is much better and says they will get a customer care manager to call me. </p> <p>When this Customer Care Manager calls and after apologising he says he has the solution. What is it I excitedly ask and am disappointed instanly as he meticulously reads the same script as I had been informed from the beginning. He is very good at reading their rules. I am beyond angry and all they can say is they will write a letter of apology. APOLOGY. Like that will sort this out. They have caused my fiance to be without medical aid cover and all they can say is that they will have to resinstate it so she has cover and essentially NOT make the move. </p> <p>So what is the conclusion:</p> <p>WE have to suck it up and take their solution they are pushing down our throats. They take ZERO responsibility for THEIR MESS-UP (could have used a much stronger word) and POOR ADVICE and WE have to just accept this.</p>