Innaccuracy in Sales Information

Discovery Limited has confirmed in writing that the information communicated during the sales interaction was not accurate, and that my husband’s disclosed chronic diabetes was not captured during onboarding.

Despite this, the final response from Discovery was that they cannot honour the benefits that were promised, as they fall outside the rules of the plan that was ultimately activated.

This raises a serious question for consumers: If a customer makes a decision based on incorrect information provided by a company representative—and the company confirms that the information was indeed wrong—should the customer simply bear the consequences?

Medical aid decisions are not minor purchases. They affect families’ healthcare security, financial planning, and access to chronic care. Accuracy, transparency, and accountability are essential.

While I appreciate the acknowledgement of the mistake, an apology without a meaningful resolution does little to address the impact of the situation.

At this stage, it is difficult to consider this matter resolved. It raises important questions around fair treatment and consumer rights.

I welcome engagement on how this can be resolved fairly.