The Customer is NOT King with Discovery Health

I am writing on behalf of my mother who is retired. She has experieced the most pathetic customer service from Discovery Health. She had a small surgical procedure a few months ago and paid her Surgeon in full on the day of her surgery. The procedure cost around R6000. She submitted her claim to Discovery Health on the same day! She has been phoning and phoning and phoning and emailing and emailing and emailing over the past few months to follow up on her claim, however to no avail and constantly being tossed around from one consultant to the next who have different stories according to their system, each giving my mother new reference codes. I think it’s a real poor show on Discovery’s side and it seems that they don’t really care much for their Customers who have been waiting so patiently for months and months for a claim to be reimbursed. Discovery Health should ask themselves - how could we jack up our Customer Service levels in order to keep our Customers delighted? Clearly not. I’m encouraging my mother to seek legal action.