Pathetic service and even worse product knowledge

One question; 5 different consultants; 5 different answers! My daughter must have her wisdom teeth removed and attempted to find out what portion / amount Discovery would cover so she has an idea what costs she would be liable for. After 2 hours on the phone with 4 different consultants and 1 ¼ hour in the customer walk in centre, she still does not know which consultant gave her the correct information, if any. She phoned about a week ago and was told discovery will cover hospital costs and she has to make a co- payment of between R6000 and R8000, the anesthetist is covered up to 200% of discovery rates and dentist up to 100% discovery rates. Based on past experience the dentist urged her to make 100% sure what Discovery would cover. The dentist gave her a quote with all the relevant codes and I drove her to the customer walk in center at Century City; which to get service there is a nightmare on its own. Whilst having waited a lengthily period of time she phoned the call center to confirm the cover. Whilst she was on the phone the consultant arrived and hearing the information given to her over the phone, said what she is being told is wrong. What she was being told was different to her call of a week ago. The consultant then gave his version of what Discovery would cover; version 3. Still not having finality she phoned this morning and got version 4. With 4 different versions she still did not know what discovery would cover and what amount she would be liable for so this afternoon she phoned again; yes, different consultant with different advice; version 5. This is pathetic. How can a client get to speak to someone at Discovery Health that knows what the benefits are? With regard to the walk in center. We arrived and there was no staff member to be found. We went to main reception and were told that we were at the right place and there should be someone there to assist us. On returning there was a staff member, later learnt that he is the manager, who informed us all the consultants are busy and someone will be with us shortly. I asked him how they will know where in the queue we are and he responded, someone will be with us shortly. He was clearly not interested in what was going on. Someone did come eventually and had to ask the clients who came in first in order to determine the order of the queue. While waiting for a lengthily period of time, there were 3 staff members, apparently (?), having a conversation in one office that could be heard way down the passage. Unprofessional! Discovery would be doing themselves and the manager a huge favour by letting him go. He clearly does not want to be there and whilst he is there the company’s reputation is suffering.