Discovery Health & Vitality – Unauthorised Reinstatement & Misallocation of Funds

I am lodging a formal complaint against Discovery Health and Discovery Vitality for *********, unauthorised, and ******** conduct in respect of my medical aid and Vitality policies.

I am a fully integrated Discovery client. My Vitality policy lapsed, and I made the decision not to reinstate it. Despite this, Discovery Vitality has unilaterally reinstated the policy without my consent or authorisation, and has been misallocating funds meant for my medical aid contributions towards Vitality.

To be specific: • I have been making payments directly via EFT into the Discovery Health Medical Aid account, not Vitality. • Discovery then reallocated funds without my consent to Vitality and reinstated the policy. • I was never consulted, notified, or asked to authorise this reinstatement. • On 1 October 2025, my medical aid debit order returned unpaid due to Discovery ********ly adding R559 for Vitality. • As a direct result, I incurred a bank penalty fee of R100.

When I contacted Discovery Health, I was told to take this up with Vitality. On calling Vitality Cancellations, I was told I must provide one month’s notice to cancel. This is outrageous, as I never reinstated or consented to Vitality in the first place.

I am further advised that Vitality was reinstated from 1 July 2025, yet I have not received a single benefit, reward, or cashback — meaning I am being charged for a policy that is providing me with no value.

This conduct is in direct breach of the following laws: 1. Consumer Protection Act (CPA): • Section 40 prohibits suppliers from using coercion, undue influence, or unfair tactics in marketing or supplying services. • Section 41 prohibits false, misleading, or deceptive conduct. • Section 48 prohibits terms or conduct that are unfair, unreasonable, or unjust. 2. Financial Advisory and Intermediary Services Act (FAIS): • Discovery has a legal duty to act honestly, fairly, and in the best interests of clients. • Reinstating and charging for a lapsed policy without consent is a breach of these duties.

My demands are as follows: 1. Cancel Vitality immediately, with cancellation backdated to the original lapse date. 2. Reallocate all misappropriated funds to my medical aid, where they were intended. 3. Reimburse me the R100 bank fee resulting from the ******** debit. 4. Provide written confirmation that this unauthorised reinstatement will not affect my medical aid cover, status, or membership going forward.

If Discovery fails to resolve this matter urgently, I will escalate to: • The Ombudsman for Long-Term Insurance • The Council for Medical Schemes (CMS) • The Financial Sector Conduct Authority (FSCA) • And directly to Adrian Gore, as I have his contact details as an ex-Discovery employee.

This behaviour is ********, *********, and a complete breach of trust. I expect urgent rectification and reimbur*****t.