Unnecessary delay in payment of claim

Lodged a claim on 26 October 2017. Had to check my app to notice that the payment was made on 29 October 2017. When registering the claim, I noted that my banking account was now with Nedbank. On Friday, 03 November 2017, to my surprise, I received an email indicating that the claimed amount was paid into my closed Standard Bank account and I need to complete a form to authorise the amendment of the banking details. At this point, I considered it a forgivable error and duly returned the forms and documents on Monday 06 November. I keep on receiving automated messages, but no human bothers to confirm receipt or guide me on the processes.

08 November 2017 I lodge a complaint on the website. The automated registration message indicates that I will be contacted within 24 hours. 24 hours later, no response. I then call in and speak to a Crystal on 09 November. Crystal confirms the documents were received. No one bothered to amend the banking details.

Crystal indicates she will contact me once everything is in order. November 10, no word from Crystal.

Is this your level of service? At this point, amending and doing the payment is not sufficient for me to keep considering Discovery for health insurance. I have been very patient, so I will kindly request an explanation as to why the service was so terrible with this claim.

I look forward to your urgent response.

Kind Regards Kurt Koopman