1 reviews | Active since Oct 2014
Withdrawal of contract without notification
I signed up with Discovery Medical Aid in 2014 and have had endless problems with them since the inception of my cover. For one I was added on a policy that I did not agree with,and when I contacted Tony to make the changes I was then told I had to wait until January 2015 in order to be signed up on a new policy.Today, June 24th, I was trying to check my Vitality account and only to be told my membership with Discovery was cancelled in March 2015. I did not get any notification of my account being suspended.The gentlemen helping me on the phone Brad Govender was very polite in explaining what might have caused the withdrawal of my membership.However, I do NOT understand why an establishment such as Discovery has such poor communication with its client. Why did no one from their establishment communicate with me as a client that my account was about to be cancelled? It is now June and I am being told that in order for my membership to be reinstated i have to pay Apr-July premium. This is pure negligence on their end and clearly no value is placed on their clients.I am now forced to pay R 5512 before reinstatement,money i did not budget for as I was under the impression I AM COVERED!
Thank you for your comment. I am sorry for the delay in responding to you.
I investigated your query regarding the cancellation of your membership and confirm the following:
o The premium for April of R1378.00 had rejected by your account on 06/04/2015
o The Scheme sent you an email and SMS on 06/04/2015 alerting you of the outstanding premiums.
o On 01/05/2015 we requested a double payment for April and June's premium however this had also rejected by your bank
o On 13/05/2015 our Credit Control team sent you another SMS informing you of the rejected premium and the cancellation of your membership
o After the withdrawal of your membership, this was sent to our Retentions team to contact you to discuss continuing your membership
o On 12/06/2015 the Team tried contacting you however they were unable to reach
o An SMS was sent to you on 12/06/2015 requesting you to contact us
The Scheme may not always contact clients telephonically however attempts to make you aware of your policy status was sent to you. I have sent you an email with detailed information on how to reinstate your membership and confirmation of the emails and SMS delivered to you.
Kind regards
Bruce
Thank you for your comment. I am sorry for the delay in responding to you.
I investigated your query regarding the cancellation of your membership and confirm the following:
o The premium for April of R1378.00 had rejected by your account on 06/04/2015
o The Scheme sent you an email and SMS on 06/04/2015 alerting you of the outstanding premiums.
o On 01/05/2015 we requested a double payment for April and June's premium however this had also rejected by your bank
o On 13/05/2015 our Credit Control team sent you another SMS informing you of the rejected premium and the cancellation of your membership
o After the withdrawal of your membership, this was sent to our Retentions team to contact you to discuss continuing your membership
o On 12/06/2015 the Team tried contacting you however they were unable to reach
o An SMS was sent to you on 12/06/2015 requesting you to contact us
The Scheme may not always contact clients telephonically however attempts to make you aware of your policy status was sent to you. I have sent you an email with detailed information on how to reinstate your membership and confirmation of the emails and SMS delivered to you.
Kind regards
Bruce