Extremely disappointing experience – approved claim still unpaid and no clear answers

Extremely disappointing experience – approved claim still unpaid and no clear answers

I am extremely disappointed and frustrated with the way Discovery has handled my late mother’s approved claim.

This has already been an incredibly difficult and emotional process for my family following the loss of my mother. Instead of receiving clear communication and assistance from Discovery, I have had to spend weeks repeatedly chasing for updates, sending emails, making phone calls and sitting on hold for extended periods just to try and establish what is happening with a claim that has already been approved.

On 21 August I was informed that payment would be made within 10 days. That timeframe has come and gone.

Since then, I have repeatedly requested a clear payment date. Instead of receiving a straightforward answer, I have been given explanations that seem to change or simply send me around in circles. I have also experienced unanswered emails despite being advised that responses would be provided within 48 hours, and extremely long waiting times when attempting to get assistance telephonically.

What makes this even more frustrating is that I am not asking for the claim to be assessed or approved the claim has already been approved. I am simply trying to obtain clarity on when the money will actually be paid.

I understand that there are processes that need to be followed, including tax directives where applicable. What I cannot understand or accept is the lack of transparent communication and accountability regarding a claim that has already been approved.

As the person responsible for administering my late mother’s affairs, I should not have to continuously chase Discovery for basic information about an approved claim.

This experience has added unnecessary stress to an already incredibly painful situation. I expected much better from a company of Discovery’s size and reputation.

Discovery: I am not asking for another generic response. I am asking for clear answers:

* What exact stage is the claim currently at? * Is anything else outstanding? * And most importantly, what is the actual expected payment date?

At this point, I simply want transparency, accountability and for the claim to be paid without any further unnecessary delays.