Efficient customer reponsiveness

Discovery Keycare had been overcharging my mother (then 58 years old and unemployed) in premiums for the year 2015.<br> <br> In February 2016 when I picked this up, I phoned Discovery Keycare and hit the wall with every consultant I talked to. They seemed to be thinking like robots (I seemed to be asking for something that they are not programmed for so I kept being \denied!\". They had no care whatsoever for the fact that my mother was overcharged by around R500 in premiums every month).<br> <br> I had three requests:<br> 1. To have my mother's previous premium overcharges investigated and reimbursed,<br> 2. To get her premiums corrected going forward, and<br> 3. To re-instate her medical cover after the correction above (we had stopped the payments immediately upon discovery of the overcharge).<br> <br> Kajal took a few minutes to run through some checks to verify whether my mother fell within the right band and immediately after corrected the premiums going forward. This all happened while I was still on the phone with her. After going through the multiple robotic responses, I was quite amazed at her efficiency and understanding of her job and the business she is in. "