Discovery Health - Useless Consultants

My daughter wanted to access the IVF benefit on Discovery Health. She phoned NINE times speaking to NINE different consultants. She got a different answer each time and some couldn't even help her with her questions as to which plan she had to upgrade to. She was told there was no waiting period as she had been with Discovery for over 10 years and on my plan before that. None of the consultants could give a clear answer about which plan she should choose. In desperation I phoned and got hold of a consultant who actually could tell me the plan that she should upgrade to. BUT ....... not one of these consultants told us that she needed a letter from her gynae stating what treatment she had had, how long she had been trying to fall pregnant etc etc. This was only discovered when she tried to access the IVF benefit having upgraded. Only then was this communicated. This is NOT ACCEPTABLE. She is now having to get this information to send to Discovery when she needs to have the procedure done within a timeline. This could have been prevented had the Discovery consultants known the products and had they given the correct information to start with. How can NINE consultants plus the one I phoned not inform a person of the requirements!!!!!!!!!!!!!!!!!!!!!! THIS IS NOT ACCEPTABLE UNDER ANY CIRCUMSTANCES!!!!!