K ROBERTS

Call *** Agent: JEZWYN Member ***

On 25/10/2019 I phoned and the fifth call sent me to *** After a conversation that felt rude and impersonal, I was promised that all my benefits to the Executive plan was immediately reinstated, even sending me a membership certificate. The following day, my optometrist claims directly as they are linked, and to absolutely no surprise the following message displays: MEMBER TO CONTACT SCHEME/NO BENEFIT. I ask to come back to them on Monday 28/10/2019. Visiting the pharmacy for my repeat medication, the same is repeated. Basically deduce the following: -I am no more than a mere number for the purpose of drawing profits from; -Discovery Health does not have any basic standard of good customer relations and service which its’ agents must comply with and better on; -The agent simply said what I wanted to hear to get rid of me; -I am no more than an annoyance to the scheme -Management do not follow up on the standard of work done and compliance to queries answered

From Discovery Health I expect a high standard of care, and being on the Executive plan even more so. I ask for the exact reason(s) why this happened from the agent’s management in writing as well as a written excuse from the agent