Misleading information

Subject: Formal Complaint Regarding Claim Decline and Poor Advisory Service

Dear Sir/Madam,

I am writing to formally raise my dissatisfaction with the service and communication I received from your consultant.

I have been a loyal client of Discovery for the past three years, and this recent experience has left me extremely disappointed.

On 25 October 2025, I contacted your call centre to request activation of extended benefits in order to consult my GP regarding a lump on my right arm. However, the consultant advised me that it was not necessary to visit my GP and instead recommended that I use the online doctor service available on your app. She assisted me in arranging this consultation.

During the online consultation, the doctor expressed concern and advised me to urgently visit a hospital, as she could not rule out the possibility that the lump could be cancerous. A referral letter was emailed to me by the online doctor for me to go the hospital.

Following this professional advice, I proceeded to the hospital for further assessment. To my surprise, the claim for this visit was declined by Discovery.

When I contacted your offices for clarification, I was advised to submit a claim under out-of-hospital benefits. I completed the required forms and submitted the hospital reports, yet the claim was still declined.

My concern is that I acted entirely based on the guidance provided by your consultant and your appointed doctor. Had I not been advised to use the online consultation, I would have visited my GP directly, who could have managed the situation differently and potentially avoided the hospital visit.

It is therefore unfair that I am now left responsible for costs incurred as a direct result of following advice provided by Discovery representatives. I strongly believe that Discovery should take responsibility and cover these expenses.

This experience has significantly impacted my trust in your service, and I am seriously considering cancelling my membership. I have also escalated this matter to my employer.

I request that this matter be urgently reviewed and that a fair resolution be provided.