cM
cheryl M
1 reviews | Active since Apr 2010
14 Apr 2015, 12:29
Suspension of account.
Please tell me why you did not have the decency to just inform me that our debit order got returned..I accept full responsibility for been a few days late in ensuring the money was in our account. This was an oversight by me..But suspend our account??? Allisa told me that it takes 8 days to clear a debit order , because Discovery have over 6 million members and it takes that long to go through the debit orders that get processed ....and that we are unable to request our chronic meds until then..My husband needs his chronic meds in the next 3 days!!!!! Thank you so much for your WONDERFUL SERVICE.
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Discovery Health's replyOfficial
14 Apr 2015, 14:24Hello cherylmi,
Thank you for speaking to me. I am sorry for the recent experience you had with our service centre.
As discussed, in order to have continuous access of your policy benefits, it is important that premiums are paid up to date. I confirmed that notification of the suspension was sent to you by email and sms on 05/04/2015. It is not always possible for us to call each member and therefore we make use of sms and email channels. We have requested for a force debit for the outstanding premium to be collected from your account. It takes between 3-5 working days for us to receive confirmation from the bank on the outcome of the debit order and therefore we are unable to lift the suspension on your benefits immediately. However, I explained that you can send us your proof of payment once this has been deducted from your account so we may allow you access to the benefits. I have also explained the process the submitting claims against your policy.
Thank you for allowing me to assist with your query.
Kind regards
Bruce
Thank you for speaking to me. I am sorry for the recent experience you had with our service centre.
As discussed, in order to have continuous access of your policy benefits, it is important that premiums are paid up to date. I confirmed that notification of the suspension was sent to you by email and sms on 05/04/2015. It is not always possible for us to call each member and therefore we make use of sms and email channels. We have requested for a force debit for the outstanding premium to be collected from your account. It takes between 3-5 working days for us to receive confirmation from the bank on the outcome of the debit order and therefore we are unable to lift the suspension on your benefits immediately. However, I explained that you can send us your proof of payment once this has been deducted from your account so we may allow you access to the benefits. I have also explained the process the submitting claims against your policy.
Thank you for allowing me to assist with your query.
Kind regards
Bruce
Discovery Health's reply14 Apr 2015, 14:24
Official
Hello cherylmi,
Thank you for speaking to me. I am sorry for the recent experience you had with our service centre.
As discussed, in order to have continuous access of your policy benefits, it is important that premiums are paid up to date. I confirmed that notification of the suspension was sent to you by email and sms on 05/04/2015. It is not always possible for us to call each member and therefore we make use of sms and email channels. We have requested for a force debit for the outstanding premium to be collected from your account. It takes between 3-5 working days for us to receive confirmation from the bank on the outcome of the debit order and therefore we are unable to lift the suspension on your benefits immediately. However, I explained that you can send us your proof of payment once this has been deducted from your account so we may allow you access to the benefits. I have also explained the process the submitting claims against your policy.
Thank you for allowing me to assist with your query.
Kind regards
Bruce
Thank you for speaking to me. I am sorry for the recent experience you had with our service centre.
As discussed, in order to have continuous access of your policy benefits, it is important that premiums are paid up to date. I confirmed that notification of the suspension was sent to you by email and sms on 05/04/2015. It is not always possible for us to call each member and therefore we make use of sms and email channels. We have requested for a force debit for the outstanding premium to be collected from your account. It takes between 3-5 working days for us to receive confirmation from the bank on the outcome of the debit order and therefore we are unable to lift the suspension on your benefits immediately. However, I explained that you can send us your proof of payment once this has been deducted from your account so we may allow you access to the benefits. I have also explained the process the submitting claims against your policy.
Thank you for allowing me to assist with your query.
Kind regards
Bruce