EXTREMELY FRUSTRATED WITH INCORRECT INFORMATION & POOR SERVICE SYSTEMS

I want to add the Trauma Benefit to my new Discovery Primary Care policy.

My acceptance document shows the Financial advisjer's telephone number (W) *** and Email address *** !!!

I started by logging into my Discovery profile and going to the Primary Care benefit pages. Nowhere does it show where I can request to add the Trauma benefit. I then sent a Whatsapp message to Ask Discovery to which I received the following reply: "I'm sorry, I couldn't process this message. Please ask me a question and I'll try to find an answer." I asked: "Add Trauma benefit to Primary care" to which it just advised what the Trauma benefit are & gave me a link https://www.discovery.co.za/portal/individual/cover-for-trauma which again just advises what is covered by the benefit.

In desperation I tried calling the "Financial adviser's telephone number ***" to which I was advised: due to Covid-19..... Please support our efforts by first using our digital channels, Discovery BOT or... We are experiencing large call volumes... We are experiencing large call volumes....

Please, I am EXTREMELY FRUSTRATED BY YOUR SYSTEMS.

Could you possibly institute a Client Service CHAT system like the one that FNB Bank has. I log into my banking profile and type a query / request to open / close an account and one of the client service representatives replies when they get to my query. SIMPLE. I do not have to deal with a stupid AI BOT, am not kept holding on indefinitely to a telephone call, and do not have to deal with poor sound quality because staff are working from home.

I eventually got through to a live person and was told to email "***". It would have been SO much easier if I had been given the correct information on my acceptance document.