Horrific Service

To say that I am disappointed in Discovery Health would honestly be an understatement. My medical aid has been with Discovery since I started working 8 years ago. I have my Vitality, vehicle and home contents insurance, gap cover and have been seriously considering moving to Discovery Bank but the blatant unprofessionalism that I have experienced in the past month has been so disappointing!

On June 30th, my employment contract with my former employer was to come to an end. Leading up to this date, I phoned into the contact centre to request that my medical aid be moved to my individual capacity since my employer will no longer be paying for this and I did not want my cover to lapse and I insisted that I wanted uninterrupted medical cover for my husband and I. On the 21st June, I submitted the required documentation i.e request to change to individual capacity form.

Today, 25 July, I realise that I had forgotten to do the same for Vitality and quickly called in to have my Vitality moved to my personal capacity. I was then advised that there is no active profile for me with the medical product. This was a huge shock to me because i had SPECIFICALLY called in almost 2 weeks before my employment contract was to end to avoid exactly this. It was never actioned. So if anything were to happen to my husband and I, we would be COMPLETELY *****ed with no access to the private health care that we have paid for all of these years! It's completely unacceptable. As a customer that has many products with Discovery this has left me seriously scared about the company with whom I entrust the livelihood of my family if such blunders could occur.

I had a decent experience with a consultant today who was helpful and has stated that she would rectify the issue, which I appreciate but how could this have happened in the first place?! What happens now while this issue is resolved? Do we stay indoors and pray nothing happens to us in the meantime? what about our PMB that my husband and I use on a monthly basis- do I now have to pay out of pocket or this? What about my vitality points- do I now lose out on my points because I cant shift my Vitality profile to my personal capacity since I dont have a medical aid product to link it to? What about my gym benefit? These are all the ripple effects of the incompetence that I have experienced.