Embarrassed and disappointed again

Another disappointment from Discovery. I had called previously to confirm cover that I still have and they confirmed that my kids have 2 casualty visit cover from the extender benefit.

This morning my child was very sick, I took her to Life Wilgers hospital. When Wilgers tried to claim for the child the claim was declined.

I called Discovery to get clarification. I was put on hold for more than 25 minutes while the consultant was trying to find how this claim should be processed.

Till now I don't have an answer and I have a bill waiting to be paid. I was so embarrassed by this experience as I did not expect it since I confirmed before.

Are Discovery consultants not trained on their processes?