Stressful and Poor communication from Discovery GAP COVER

Poor communication from Discovery GAP COVER.

I run a small manufacturing business in South Africa , as with many other businesses, loadshedding has severely affected my personal income this year .

This morning I called Discovery to enquire what my arrears total is , to my surprise the consultant told me that my policy has lapsed on the 9th of Dec … She said sms and phone calls were made in September.

I received 2x of the following sms’s in September: “Dear member, we received a payment but there is still an amount outstanding. Please contact us on ***to arrange the balance. Discovery Gap. “

I subsequently made a payment on the 29th September and did not receive any more sms’s To date.

My concerns and frustrations are as follows: - their sms should Clearly state the Amount of balance outstanding - an SMS should Notify client that policy has lapsed and that you have 90 days to rectify - this should be continued every subsequent Month

Regarding the phone calls they made , You can’t call back on those numbers , You don’t know who called you …

They should thereafter issue another sms stating “ we just tried calling you from Disc Gap to discuss your arrears/policy termination please call us back on this number or request a call back by pressing the following key”

Rule #1 of Communication: It’s your responsibility to get your message across ,not the receiver’s to understand you .

Discovery Gap you have Failed miserably and have put me in a very vulnerable position financially by revoking my Gap cover and created unnecessary Stress and worry .

I have been a loyal member of Discovery Medical Aid for almost 10 years , I switched to Disc Gap 20 months ago , because it’s easy to use and ties in well with my Discovery Hospital Plan. I was very happy being a member. Until now ….

I trust you will receive my Feedback in a positive light and use my suggestions to improve your customer service

I trust you will review my application for reinstatement favourably so that we can continue for many more years to come .

Regards Mr Sayed Age 50