Not healthy for your health.

<p>To start off, I must admit, I would never have wrote a review on here, but I guess bad service is bad service.</p> <p>I have been with Discovery health from July 2012 and never had a problem with them till now. Started back in the motor industry in March my new employer decided to take my mom off my medical aid without advising me as a member of their doings. Pure draw of luck in May when I spoke to Discovery they told me my mom was taken of my profile and suspended. Discovery refuse to add my mom back as my dependent with payment to run off my normal debit order. ALL my previous employers has paid over my mom's contribution and just deducted it from my salary. No issue. Well.....</p> <p>I subsequently also resigned due to the opening of my new business. The whole first week of June I had been on the phone to Discovery, when they say complete this form and return, (it is the declaration of health) that is what I have done without blinking or quibble and immediately sending it back. Oh and then please remember to pay the shortfall in of R3692 for your mom missed contributions. Done, same day while they are on the phone and even giving them the trace number after I have send them the proof of payment as well. I love Murphy at this stage…. Last week I ended up in the casualty rooms and been treated like a ******** because they got confirmation from Discovery that MY not even my mom, by now my medical aid was ALSO cancelled in May already. The hospital personal told the doctor to stop all treatments without even consulting with us first if we would be able to pay upfront for the treatments. This all because of the *********** staff members I had been subjected to in the Discovery call center. So the calling stared again….. Now the agent can’t find the declaration of health that was send on the 6th of June. Resend it again and providing him with all the returned reference numbers. He confirmed, thank you, all documentation was received and that it was forwarded again to all the relevant departments. One would like to assume that with telephonic confirmation of all relevant documentation that 2 weeks would be sufficient time to log and update our membership. I was then also advised on the 7th of July that because of this they have not run my debit order and if I could just please pay the R4190 for the month. Same process, paid the money while I still had the service agent on the phone. Gave him the clearing code of the payment as I was on the road and couldn’t re send the payment advised to them AGAIN. Honestly don’t know why everything needs to be send over and over and over again….</p> <p>Calling into the Discovery call center had me swinging between absolute amazement and red hot fury. One agent will tell you are 2 months in arrears. They don’t care about the R3692 payment or to try and trace it, the other lot look at it and just couldn’t give a dam. I have send 3 emails already over the span of 6 weeks with a startling 0 responds from Discovery. The Discovery call agents place you on hold and 40+ min’s later on ….. you end the call, redial and have to explain to a new agent the whole story again, needless to say after a of those the temper is higher than normal … there is NEVER, yip, apparently NEVER a supervisor or manager available.</p> <p>Today I was subjected to the amazing experience of 2 call center agents. The 1 tells me I am 2 months in arrears and place me on hold after 28 min’s I just put the phone down and redial. Now… maybe just maybe Farid would be able to save the very tarnished view I now have of Discovery. He called me back TWICE, he was sincere in his apology for the service received so far. Confirmation was also given by Farid that the documentation that I have received from my first agent was incorrect, also confirmed it shows my membership is TERMINATED, not just suspended due to non-payment like all my previous call center agents informed me. No, no … but TERMINATED I have requested all my voice calls must be supp**** to me as not 1 single agent had advised me of this small important AND significant fact. Clearly they do not know the difference between TERMINATED and SUSPENDED</p> <p>My questions remains: How could a finance department, end a month end without allocating all received funds? Why was I never notified of any of these changes? How come do we only get “rate this call” when they know it was a good call but never when there was any real problems? Is this truly how you monitor your staff performance? Let them decide who they can send the “rate this service” ?</p> <p>My advice: Don’t fall ill during non-working hours as you will not be able to resolve anything. You will have to wait till Monday for normal business hours.</p> <p>Needless to say…. Neither myself or my 65 year old mother is covered at the moment. Due to utter lack of professional conduct and *********** staff, my mom is now on her 4th month break already. Even if I change my medical aid today, what would the implications be for us…. A new medical aid could refuse to accept my mom due to her age. I would need to pay a massive 25+% installment penalty on her membership and we would both now be subjected to waiting periods, due to this break in our cover.</p> <p>All in all Discovery is still holding us ransom now to a medical aid that couldn’t give a single dam about me or my mother.</p>