Difficulties with Discovery Digital Platforms and Profile Information

I am using this complaints channel as I have been unable to locate an email submission option on the Discovery website. The only alternative I could find was a WhatsApp bot, which unfortunately was not able to assist with my query.

If I am not mistaken, this is the second time I have raised a concern of this nature. I am a Discovery Health member and am regularly encouraged to make increased use of digital platforms for queries and account management. Having recently retired after approximately 30 years in the IT industry, I am fully supportive of digital solutions — provided they function reliably and as intended.

My primary concern relates to my online profile on the Discovery web portal. I prefer using the web interface rather than a mobile phone due to the larger screen, however a significant amount of my information appears to be missing. In particular, I require a list of all hospital admissions since my IMRT radiation treatment in 2021. While the relevant page exists and the months are displayed, there are almost no records reflected for hospital admissions. As a result, I am required to contact Discovery telephonically to obtain information that I would expect to be available online.

This has left me uncertain as to whether the move to digital platforms is intended to replace traditional channels, or whether it primarily redirects members to digital telephony.

In addition, I have experienced ongoing difficulties when calling in. I am often asked to open the app to receive a verification message to confirm my identity, however these messages do not arrive. After waiting two to three minutes, the system reverts to a default OTP, which I receive and enter successfully. Despite this, when speaking with a consultant, I am informed that I have not been verified, which contradicts the guidance provided earlier in the call.

I raise these concerns not to criticise the move toward digital solutions, but to highlight challenges that make it difficult to use them effectively. I am more than willing to engage fully with the available technology, provided it operates consistently and delivers the information it is intended to provide.

I would appreciate your assistance in addressing these issues and in ensuring that my profile information is accurate and complete.