Review: Extremely Poor Redress and Communication from Discovery Health

I am deeply disappointed with the shocking level of inefficiency and poor communication from Discovery Health and Vitality.

I requested a refund due to double billing — I made an EFT payment for two months’ premiums to have my Vitality membership reinstated after Discovery stopped my benefits without any prior communication. I even sent proof of payment to Vitality. Despite this, Discovery still deducted the same amount from my employer, resulting in me paying twice.

I submitted a refund request on 22 September. • On 26 September, a billing specialist, Ahmed, confirmed the refund was being processed. • I was later told by Larisha that I would receive the refund by 8 October, and that she would contact me closer to the date.

It’s now 14 October, and I still haven’t received my refund. To make matters worse, when I called to follow up, no notes were captured on the system regarding my refund request. Thandi, the agent who assisted me today, couldn’t even locate any record of it.

This demonstrates a complete breakdown in communication between Discovery Health and Vitality, and an utterly chaotic billing process. The lack of internal coordination is unacceptable for an organisation of this size.

Discovery also never consulted me before billing my employer, which would have prevented this entire issue — I would have told them that the payment was already made. Their failure to verify information, keep accurate records, and respond to customer issues is beyond frustrating.

At this stage, I want my refund processed immediately. Discovery Health needs to take accountability for their poor service and lack of communication. This experience has severely damaged my trust in the organisation.