The Bad and Good of Discovery Health Customer Service

I logged a query with Discovery on 12-Sep-2018 at 16:42, concerning website navigation that gave me the incorrect result and resulting in a claim not being paid. After capturing each part of my navigation on the website and emailing all of the detail I did not receive any feedback. I queried feedback on 17-Sep-2018 and was told that emails, to contact the person who was handling my query was sent asking them to please contact me. The person who I spoke to also said that she would contact me and follow up, which she did. However till now no feedback has been provided by the original person handling this query.