Appalling Service at the hands of Discovery staff and Nurse

My family (myself, brother and mother) recently app**** for Life Cover at Discovery Life. Everything ran smoothly up until my mother's application process commenced.

1. Firstly I had to go out of my way to make Discovery understand that my mother is not proficient in English, therefore she would prefer to answer questions in her mother tongue: Setswana (an official and indigenous SA language)

2. secondly, my mother was told by an extremely rude Discovery nurse that she will not drive to Wilbedacht in the North West province where my mother is based as Discovery will not pay her for the drive, but would only drive to Zeerust (which is a mere 15 k's from Welbedacht) or Mafikeng

3. thirdly, I was eventually told that my mother can go to a lab near a mall in Zeerust which she was willing to do, however, it is now my problem to ensure my mother has the hardcopy forms (mind you I reside in JHB and I am not too sure why Discovery is making it my problem to print and get their forms to my mother)

4. Number 4, then the extremely rude nurse with zero manners calls my mother, does not greet and rudely asks her where she was on the 16th of April as she was waiting for my mother at the lab in Zeerust on that particular day (not too sure if my mother is expected to be a mind reader by Discovery as she had not consented to such an appointed) and before my mother could respond she hung up the phone in my mother's ear (this is totally unacceptable) we have come to accept this barbaric behavior from Government nurses but not from Discovery

5. We then learnt at a later stage that my mother had received a criptic sms which the call centre lady had promised to follow up on as the message did not make sense (apparently my mother was supposed to understand that the message meant she has to be at a lab, yet the call centre lady at Discovery could not understand the silly message either)

If this issue is not resolved and my mother does not receive a written apology from Discovery and from the extremely rude nurse my brother and I will:

1. both cancel our medical aid

2. I will cancel my vitality

3. My brother and I will both cancel our life cover