Unresolved Claim and Poor Customer Service

Subject: Formal Complaint – Unresolved Claim and Poor Customer Service (Reference: ***4)

Dear Discovery Medical Aid,

I am writing to formally lodge a complaint regarding the ongoing issues I’ve experienced with my claim for antibiotics, under reference number ***4. Since October 24th, I have been in frequent contact with your customer service team, speaking with representatives including Thembi, Denewo, and Kim, but my claim remains unresolved.

Despite repeated promises of resolution, I have been met with inefficiency, a lack of follow-up, and, in some cases, disconnection without any return calls. I have spent countless hours trying to resolve this matter, but each interaction has been frustratingly unhelpful, leaving me with little confidence that Discovery truly values its members.

As a customer, I find the lack of empathy, poor communication, and the overall disregard for urgent health-related issues deeply disappointing. I am still awaiting the reimbur*****t for my medication, which was authorised 6 weeks ago. The ongoing delays and lack of clarity have caused unnecessary stress during an already challenging period of recovery.

I respectfully request that this matter be prioritized and resolved as soon as possible. If I do not receive a satisfactory response or resolution in a timely manner, I will consider escalating this matter to the relevant regulatory bodies. I believe this tis a business tactic not to pay out. Discovery does not care and is cruel!

Your Sincerely Elizabeth Klomp ***