Poor service

Further to my complaint below sent on the 23rd of Feb, I received a call today, the 28th of Feb to say that my claim was submitted to the PMB department for a review on the 25th of Feb and I will have to wait another 3-5 working days for feedback. Must clients complain in order for requests to be handled? Why did it take so long for the claim to be submitted? Why should I wait another 3-5 working days? Complaints should also be prioritized. The unemployment us very high. There are lots of people who are competent and hardworking, Discovery should remove the bad apples and allow competent people to work for them to prevent poor reviews.

Complaint: Discovery health fails on customer service and requires more competent staff to assist in resolving claims. Clients have to continuously call Discovery (using their own airtime) and follow up on progress on claims. We have to explain the problem to each consultant despite giving reference numbers for the queries (keeping in mind that the longer you are on a call the more airtime is being wasted). There should be a trail of correspondence so that each consultant knows what's the latest feedback on a claim. There is no compassion for for clients. Very few consultants take initiative to return calls and follow up on queries until they are finalised