Discovering the holes in Discovery Insure's ability to assist clients in a pinch

<p>I've been a happy Discovery client for a few years, starting with Health and then Card and Insure.</p> <p>My story in short: On the last few days of August and the first few of September I was involved in a large event held in Johannesburg, resulting in out-of-pocket expenses that I didn't budget for, thus my insurance premiums payment bounced (unfortunately the only that month).</p> <p>I pro-actively contacted Discovery Insure to find out if I can make arrangements to pay the outstanding amount. The call centre team were more than helpful, but they indicated they had to wait for the bank to notify them before being able to process the debit again. At this point, still leaving a happy client this side.</p> <p>The call centre employee mentioned I should wait 5 days, but that she will follow up with me once the bank returned with their info either the next Tuesday or Wednesday (this will be evident from the call's recording) for me to make arrangements so the payment does go through.</p> <p>A week later, another bounced debit, this time, the same day my expense claim was paid. I immediately phoned again to notify the team and make arrangements. They said there isn't much they can do - I'll have to wait again. They did tell me my insurance might lapse, but they noted on the CRM system that I've made two attempts to rectify the issue. </p> <p>Now, I don't understand how a financial institution does not have an account where one can make manual payments into - this would've resolved this within a few minutes on both occasions. Now I'm sitting with a claim that probably won't be approved or paid because Discovery Insure don't have a process in place to assist clients who had unforeseen circumstances pin them to the wall.</p> <p>Surely there is a way to resolve this? I really don't want to change my insurance provider however this might force my hand.</p>