Disappointed.

Normally I usually get really good service from Discovery.. however, when it comes to the Day to Day Extender Benefits, I feel like all of your call Centre agents have no clue as to what this benefit even is... the first call Centre agent I spoke to, was not very clued up about this benefit and told me that it would take 2-3 days for her to get back to me about it. The second agent was supposed to call me to give me feedback regarding an escalation, however she didn’t. Basically, my daughter went to casualty on a Saturday evening - she went to the usual network hospital (even though we have cover for all hospitals).. as far as I understood, the Extender Benefit for kids casualty visits needs to be at a network provider hence why we went to a network hospital. I then had to pay cash for the doctors consult. I queried this with Discovery as the hospital was part of the network and unfortunately we do not get to decide which doctors the hospital allocates.. the call Centre agent then explained that unfortunately the doctors at flora do not fall under this benefit. I then asked her to check which doctors at flora or any other hospital would fall under this benefit and she advised that there are no doctors registered at any hospitals that would qualify basically. To add to this, I was advised by Discovery via Facebook that this extender benefit covers the doctors consult too so basically how is this benefit applicable to doctors consults if there are no doctors registered for this benefit for the causality visits? I am now basically very confused as to what this benefit covers. Clearly your consultants don’t know much about this benefit either which is highly disappointing as usually Discovery is very efficient.