Discovery Health has no clue what they are doing

I had a query that I pre-empted before a Dr visit by calling Discovery. I was given incorrect information. When this became apparent, I called again and again was assured it would be resolved, but the information was incorrect. The 3rd call I spoke to the chronic department and was assured everything would be resolved, the query escalated and feedback provided later that day. No call was ever received. I just got off my FOURTH attempt and once again was assured that it was escalated but now told it took up to 5 working days.

I worked for a medical Scheme for 15 years and I am shocked and appalled that the BIGGEST scheme has people on their frontline call centre who don't know what they are doing and tell people ******* and wasting my time. I have ZERO confidence that I will get a response from Discovery by Friday, Actually 5 working days from TODAY'S query.

The agent had the check to tell me that's why I must ask for names and reference numbers of agents. REALLY? How about your agents being trained properly, them completing the REQUIRED call notes and you actually TAKING A LISTEN to those calls you so proudly announce you record FOR QUALITY PURPOSES.

I am disgusted in this archaic, money centric excuse for a medical Scheme. Maybe use the money you are wasting on emotional support dogs for your employees and put that money into better training!!