Shortsighted hep centre agent, won't lift a finger.

Shortsighted help centre agents, won't lift a finger to solve a problem. I was out of South Africa for business when lockdown occurred. South Africa is praised for instigating an early lockdown, but it took many people by surprise. When it happened I cancelled my remaining meetings and changed my return airticket forward as soon as I could get availability, but even that earlier flight was cancelled and there are no more flights home. Lockdown is dragging on now and we are approaching the 90 day limit Discovery Health states in its Ts & Cs in the policy, i.e. after 90 days out of the country you are no longer covered.

I logged a query online (#***) with Roshnidevi Govender asking if there would be an extension to the 90 day limit because of the unprecedented COVID-19 international lockdown, assuming there would be. The answer was no, no extension, try confirming the benefit closer to the 90 day limit.

I was surprised to say the least, I am happy to pay for the ongoing Discovery products, I just wanted confirmation that Discovery had made a plan for circumstances not covered in their policy. Roshnidevi, didn't offer an avenue for escalation, nor try solve the problem, just copy pasted what could be see in the policy and effectively said "tough luck have a nice life, please continue paying loyally for our product which you aren't going to receive the services for because I can't be bothered to actually solve the issue".

I have been a loyal Discovery customer for many years, I have consolidated my health, life, income disability with them. I am well set to be a loyal paying customer adding more discovery products to my portfolio till death do us part... but not if I am treated blatantly unfairly i.e. carry on paying but tough luck we'll hide behind the policy which doesn't take Covid into account. I don't believe that to be the Discovery way, I hope I am right and it is just the help agent who is at fault.

All I am asking for is that the help centre agent says, "hmmm... thats a good point, please speak to this manager to resolve it" or "you are right, that is unfair, I know of a COVID related task team in Discovery dealing with just these unprecedented items, their contact details are...".

Normally I would have rep**** to Roshnidevi Govender directly, but the Discovery query logs don't allow you to and it is a long weekend so the call centre is closed. So here is is my request Discovery. Please put me in contact with a manager who actually gives a damn and who can solve the problem. There is no chance even a remotely decent sensible person could disagree with me here that a solution needs to be found, and I would like to speak to that person please, not Roshnidevi Govender.

Thank you