Medical aid not active

I am extremely disappointed with the service I have received since joining Discovery Health as a new member.

I recently joined Discovery Health and took out three separate medical aid plans: one for myself, my wife, and our three children, one for my mother, and one for my mother in law. This represents a significant monthly financial commitment, yet the service experience to date has been consistently poor and stressful.

Yesterday, my mother in law visited her GP and was turned away after being informed that her Discovery medical aid was inactive. This was both embarrassing and distressing, particularly as all required processes were followed and payments were made.

Since joining Discovery, I have experienced repeated administrative issues. Debit orders have been missed or processed on incorrect dates, forcing me to follow up multiple times and make manual EFT payments to ensure cover is maintained.

Today, I contacted Discovery to confirm the correct EFT payment reference to avoid further problems. Unfortunately, the consultant provided me with an incorrect reference number and the wrong medical aid plan number, making it impossible to make payment correctly. This is unacceptable and entirely avoidable.

As a new client with multiple policies, I expected a smooth and professional onboarding experience. Instead, I have been met with ongoing errors, wasted time, and unnecessary stress, including a situation where a dependent was denied medical care.

I am now seriously questioning whether joining Discovery Health was the right decision.

I am requesting urgent intervention to: • Confirm that all three medical aid plans are active • Ensure all payments received are correctly allocated • Verify that debit orders are correctly set up and processed on the correct dates • Provide written confirmation that cover is fully in place for all members

I trust Discovery will treat this matter with the urgency it deserves and restore confidence in the service promised to new members.