Discovery Client Services Poor Services and Lack of Problem Solving & Advise

I'm very disappointed with Discovery Client Services lack of problem solving.

We recently requested a transfer of the PAYER information from a corporate medical aid scheme (Terminated 29th February '20) to a private medical aid scheme (activated 1 March '20) with discovery. We were to remain on the EXACT same Discovery Classic Comprehensive Plan, without ANY CHANGES.

All the necessary documentation was submitted on the 3rd of March (Documented Proof Available).

However, when we tried to access the App on our phones we realized that something was wrong and upon enquiring, we were notified that our insurance has been cancelled.

NO NOTICE TERMINATION OF OUR MEDICAL INSURANCE WAS RECEIVED (No documented proof, email, sms etc.).

We started speaking to the Client Service Department two weeks ago and they requested for the initial documentation submitted on the 3rd of March '20. We submitted it three times to two different people.

We received a reference number and promised that they would get back to us. On the 22nd April '20 I again tried to use our medical insurance and were told that it's not active.

So yesterday and today we called the Discovery Client Service Department again for more than an hour at a time. We were told that they are escalating it to management (2) investigating and then off course that they will get back to us by (1) calling and/or (2) emailing.

Still nothing. The"mistake" from the 3rd of March '20 is still looming and nothing has been cleared.

It feels with every telephone call as though they never know what the real issue is, and how to advise you.

I'm a healthcare worker myself, working for an international multispecialist hospital and I will never advise anyone to work with Discovery!

We are in the midst of a pandemic and various people require medical care, what if one of my children needed access to healthcare, but we had not insurance to allow it.

Very disappointed member, mother, and fellow healthcare worker.