Subject: Urgent Complaint Regarding Unacceptable Service and Deceptive Practices

Dear Discovery Health,

I am writing to express my deep dissatisfaction with the service I have received, which I believe constitutes both inappropriate deception and a complete lack of customer care.

It is increasingly clear that Discovery Health is operating more like a financial institution than a medical aid provider, as demonstrated by your handling of my case. I am not alone in this frustration—this issue was similarly highlighted by elderly members at your recent AGM at Maslouw, who have had similar experiences with the scheme over the years. The disregard for genuine medical needs and the lack of transparency in your processes are disturbing.

My doctor has submitted all required information as per Discovery's requests, despite the additional challenges presented by the disputed document form. I have received zero meaningful customer service throughout this process, despite my repeated efforts to engage with your call centre.

Furthermore, I am paying an exorbitant premium of R3000 per month for a medical aid that is failing to meet its obligations. As someone diagnosed with a chronic medical condition, I find it unacceptable that the scheme continues to request and demand information without addressing my needs in a timely or appropriate manner.

The failure to resolve this matter effectively or provide proper support is deeply concerning. I urge you to take immediate steps to address this issue and provide the service that is rightfully expected from a medical aid provider.

I will be considering further action if this matter is not resolved promptly.

Kind regards

Very concerned