3 Months of Delays and Excuses — Discovery Vitality Upgrade Still Not Resolved

I am extremely disappointed by the poor service and inefficiency I’ve experienced from Discovery over the past 3 months while trying to upgrade my Vitality subscription.

I submitted all the required documents on 7 May 2025, clearly stating that the new Vitality should be effective 1 May 2025. I received confirmation that everything had been received and resolved, only to find weeks later that nothing had been actioned. Since then, I’ve had to follow up repeatedly, deal with internal delays, resubmit forms, and respond to conflicting instructions.

Most baffling, Discovery has now asked for extensive medical tests (Short Medical Report, Lipogram, HbA1c, and HIV test), which were not required when I initially took out the policy. No one has given a clear explanation for this. All of this back-and-forth has dragged on with no resolution in sight and zero accountability from the team.

Meanwhile, I'm still incurring additional out-of-pocket costs through my Virgin Active membership because of Discovery’s delay.

If Discovery is unwilling or unable to upgrade my policy, they should be upfront about it rather than stringing me along with poor communication and avoidable delays. This experience has been nothing short of exhausting and is not what I expect from a company of Discovery’s stature.

I would appreciate urgent escalation and a clear resolution, or I will be forced to take my business elsewhere.