Discovery making it hard for clients to contact them - please improve your contact points

Hi, I am generally happy with my Discovery Medical Aid.

I however want to share my experiences regarding how difficult it is to contact Discovery.

1. When phoning in you have to listen to all the (many) options and this is time-consuming and not always clear which option and wastes our airtime. Please make it easier to talk to an agent or contact you in a meaningful manner.

2. The "Ask Discovery" service on Whatsapp is clueless. Below is an example. It does not recognise its own numbering system. What am I missing?

[20:17, 7/25/2021] Client: Hi Discovery how do I query an unpaid claim [20:17, 7/25/2021] Ask Discovery: I’ve found a few possible answers to your question.

Please type a number to continue: 1. How do I view the status of my medical aid claim? 2. How do I view the status of my claim? 3. What is DQ Mapper? 4. How do I make a business insurance claim after hours or in an emergency? 5. How do I claim from the International Travel Benefit? 6. I'm looking for something else

[21:20, 7/25/2021] Client: 3 [21:20, 7/25/2021] Ask Discovery: I’m not sure how to answer your question yet, but your questions help me learn. Please reword your question. [21:20, 7/25/2021] Client: 3. [21:20, 7/25/2021] Ask Discovery: I’m sorry, I don’t understand your question. Please reword your question for me. [21:20, 7/25/2021] Client: 1 [21:20, 7/25/2021] Ask Discovery: I don’t have anything in my database to answer your question yet. Would you please reword your question. [21:21, 7/25/2021] Client: 3. [21:21, 7/25/2021] Ask Discovery: I’m not sure how to answer your question yet, but your questions help me learn. Please reword your question. [09:44, 7/26/2021] Client: 5. [09:45, 7/26/2021] Ask Discovery: There are many answers that matched your query.

Please type a number to continue: 1. How do I get my tax certificate? 2. How do I choose a core or comprehensive plan? 3. What is Vitality Weight Loss Rewards? 4. What should I do in an emergency? 5. What is an ICD-10 code? 6. I'm looking for something else