Dsicovery Health You Were Better In The Past

I had an experience reminiscing about the past this afternoon. I remembered Discovery Health's old building that was so very convenient and user-friendly. There were so many years that I could just drive by and attend to a query. I would call at the front desk and then sit down and wait to be called. There was tea and coffee and sometimes fruit, magazines and newspapers to read. A REAL person (not just a voice) would call me to a cubicle and sort me out. What a good experience it was every time. My first experience at the new building came in December last year when I had to get an authorization for a procedure. I went to the new building. Someone did sit down with me and sent in the forms, but it was not really this person's job. No-one was sure who should help me. In the end it did not go through and the doctor's rooms had to phone and hang on for a long time to get this authorization through. Was this a happy experience? No. The new building does not feel welcoming and you don't really get the help you need there. So today, I had to get another estimate authorized. I cannot afford to hold on online with a cell phone to get the help I need, it takes too long and becomes too expensive. I had sent the estimate via email, but heard nothing, so I drove to Discovery, still anticipating the happy experiences of the past to be the same. What a disappointment! I was refused entry, but I was not just going to go home, not me. So I insisted that I be helped and a person then came to my car. I handed her the forms and she then arranged that someone would call me. I sat in my car and got the call. The call was dropped a few times, but eventually I got to do what I had come so far to do. What a performance! And of course I will be regarded as the baddie in the situation, but I don't care. Gone are the days of accessibility to good customer service. Gone are the days of Discovery being kind to its members and service providers. What did I think of Discovery today? The following - The building feels unfriendly and unwelcoming, I much preferred the old one. The employees could really improve their problem solving skills. The lady who took my forms and got someone to call me, never scanned and sent the forms through. She took the forms, went away and just arranged a call. In the past, the customer service administrator would sort your problem out in full. Today, I did not feel valued as a member and I am considering downgrading my plan. The good experiences of the past seem to be only a memory now.