Formal Complaint: Persistent Service Inefficiencies and Unprofessional Conduct at Discovery Insure

I would like to formally raise my concerns regarding the service I received from several consultants in the Discovery Insure retentions department. On previous occasions, when I requested a review of my profile, I was advised that changes could only be made on my next debit date. This turned out to be incorrect. I had to explain basic insurance principles to the consultants before they agreed to process the changes with same‑day effect. After receiving my rerate letter, I contacted Discovery Insure to query the review. Although the call was answered, there was more than 10 seconds of silence before the consultant acknowledged my presence on the line. I was then transferred to Ntsako Mafada. During the conversation I briefly requested that he hold, but when I returned a moment later, the line was muted. Again, I waited in silence for more than 10 seconds before the call ended. I eventually disconnected and called back. My subsequent call was handled by Hloni Mokoena. After my third attempt, I was informed that although Discovery Insure requires extensive verification steps for clients, the retentions team does not operate on the same system. I accepted this explanation. However, Hloni terminated the call without assisting with the cancellation or providing me the opportunity to escalate the matter to his manager, Ebrahim Doolabh. After three attempts, the policy has now finally been cancelled. Given the ongoing challenges I have experienced with Discovery Insure’s service levels, I am seriously considering discontinuing all my remaining products with Discovery, as consistent service issues have become a concern.