WORS SERVICE - *********** STAFF

I am writing to formally raise a serious complaint regarding the consistently poor and unacceptable level of service I have experienced over an extended period of time.

As a broker, I engage with your organisation regularly, and I am deeply frustrated by the repeated incompetence and lack of accountability demonstrated by your staff. I am forced to follow up on the same query month after month, with each consultant assuring me that the matter has been resolved—only to reach the end of the month and find that absolutely nothing has been done.

Each interaction requires me to explain the issue from the beginning, as there appears to be no proper record-keeping or continuity. Even more concerning is that many consultants clearly lack the knowledge or training to resolve the query. Instead of escalating or assisting effectively, calls are abruptly ended, leaving me to start the entire process again with someone new.

Attempts to escalate matters have been equally unsuccessful. Access to a competent manager is virtually impossible, and there is no clear path to resolution. This ongoing cycle has resulted in hours of wasted time on a daily basis, causing immense frustration and negatively impacting my ability to conduct business.

I have never in my professional career experienced such consistently poor and disorganised service. It is completely unacceptable.

As a direct result of these ongoing issues, I will no longer be placing any further business with Discovery Health until there is a significant and immediate improvement in service delivery and accountability.