Ongoing poor service and conflicting information from Discovery Health

I am fed up with Discovery Health. Every time I need information about my cover, I contact Discovery through Whatsapp or the call centre, and I receive conflicting answers from different consultants. This has been happening since the start of my membership, and it has reached a point where it is impossible to understand my benefits or rely on anything Discovery tells me.

I raised this issue months ago. It took more than five months before I received a response from Cody-Allen Cass in the Executive Office, yet the core problem was never addressed. The pattern continues and it feels like Discovery simply does not care.

This past week was another example. Two different consultants gave me completely different answers about my membership. I escalated it to Xolisa in Client Relations on Monday, 10 November 2025. She promised to contact me the next day with feedback. No call came. By Thursday I still had no feedback.

I called Discovery again and was placed on hold for 30 minutes before the call dropped. I had to start over and waited another 22 minutes before finally speaking to Xolisa. Only then was I told that she did not call back on the agreed day because she had no feedback for me.

This is unacceptable. When dealing with something as important as medical aid, I should be able to rely on clear information, reliable communication, and basic follow through. Instead, I am left with poor service, conflicting answers, and no accountability.

To make matters worse, Discovery often posts the same generic response on HelloPeter complaints. “We’ve noted your concerns and we’re investigating” appears to be the standard reply to almost everyone. It does not address anything specific and gives no confidence that anything is actually being investigated.

I am not looking for a copy and paste response. I want an explanation for why I keep receiving different information from different consultants, and what Discovery plans to do to fix this long-standing issue. I expect someone to follow up on the day they commit to, with real answers and real accountability.