Poor customer experience

Discovery is too big and is doing too many things poorly with no regard to their customers experience. Their expertise is in medical aid and this shows in the standard of service they offer. However, their focus has been lost with their diversification into banking, gap cover, insurance and funeral policies.

My experience with them in banking was a disaster when I couldn't access the banking platform unless I gave them access to my contacts?! After protesting about this requirement, they resolved the problem but my question remains about how many people allowed what is in effect, a breach of the POPI Act by Discovery?

My recent experiences are with gap cover staff who are poorly trained and don't get your name right, even when corrected, which infuriates me before I have any further interaction with them. They don't read the emails they receive properly, which leads to responses that make no sense and frustrate their customers. Their health and gap cover divisions are supposedly working in collaboration, but trying to get answers from them about a gap cover payment was a lesson in futility and is still not resolved. Inevitably, I lose my temper as fast as they waste my time and try my patience because of incompetence!

Seriously Discovery, you have work to do on the level of service you provide because you either don't employ the correct calibre of people, or you don't train them well enough. It would be easier to deal with a bot than having to face this!