Delayed claim processing, bad customer services

Last week Friday i was told by the assesor Wendy Armstrong that she has arranged for the documents to be called, this morning i call the call centre only to be told the documents have not been recieved, and that appearently the courier could get hold of Timothy from the hospital, week by week i get excuses , please confirm if discovery needs me to assist with collecting the documents I am willing to take leave if needs be to fetch the documents and deliver them myself to your Sandton offices please confirm to whom should these be delivered to then I can assist accordingly because in order for my claim to progress i need to steo in and assist since your claim departmemt is ***********see below call reference nunber *** i called todat at 10:40

A day later still no formal response from the complaints department to show that they care about their customers, today I decided to call because discovery has taught me that if i do not call and follow up they will not work on my claims, today the agent tells me the assessor is waiting for medical records i inform the agent i was told last week thursday the documents will be collect on friday a week later they still have not been collected , i also added that discovery offices are less than 50km from the hospital thus I do not understand why it takes Discovery a week to get documents , most courier companies offer 48 hours lead time for jhb collections and deliveries, the agent then asked me to wait she probably went to wendy (Assessor) to get more information then the agent tells me she has just recieved more information that the documents have just been recieved and the assessor is going through then ,then obviously because I took my time and airtime to call and follow up Wendy calls 20min later and confirms that the documents are recieved and need to be sent to their under writers the team meets only once a week, i was driving and the line had issues then eventually got cut off and she did not even bother to call back becauae am a no body so i guess i must wait for a wait then call again call reference no ***, despite the delays caused by discovery i must still be subjected to their long unecessary procedure. So the count down continues until the 30days ends which will enable me to take the matter to the Ombudsman i will share the next update next week after i call discovery to remind them about my claim 05/06/2025

Call 12:36 call ***- I called discovery today after i got a commitment that the hospital records have been received, and that they have been handed over to the under writers i was told by the assesor wendy this process takes 2 to 3 days the 3 days ended on Tuesday however during mu call today the agent told me they still waiting for feedback, additionally i sent an email to the assesor to follow up , no response is recieved.

So the 3 days has passed for me to get a call from one of the claims commitee guys who wanted to meet me to discuss the policy, i agreed to that the meeting was held on the 17-06-2025 during the meeting i was questioned why the signatures of the policy firm are different to the signatures on the policy holders Id , i am puzzled by this why was this qestioned when the policy holder was still alive, the guy insinuated that someone else signed the application forms i then posed a question if that happened that means the policy holder was not aware of this policy right then why would she had agreed to take blood test, there was no responze i was just told these are standard questions , the next day i follow up with the assessor because i will not get am update regarding my claim unless i call in or send her an email luckily this time she responded the same day only to tell me the guy i meet will prepare the report and present it to the next claims commitee and that takes 3 to 5 days so we want again, its clear that discovery does not want to process my claim what puzzles me is that why dont they just rejected the claims so i can go to the ombudsman, why are they wasting my time its been 3 months every week is a different story i wonder after the 5 days which department are they going to escalate my case to.
I repeat do not take up any policy with Discovery you will regret it.

Last week wednesday Wendy sent communicatiom that the claims commitee has requested information from the broker , i sent an email following up this morning still.n response from wendy, when i call the call centre they told me they are still.waiting responae from.the broker, another delay tactic, at first Discovery was blaming the hospital for not sending documents now they are making it s seem as if its the broker delaying this claim