RB
Rob B
1 reviews | Active since Oct 2019
09 Sept 2022, 17:22
Don't trust Discovery Life.
unbelievable to me that i have being paying a premium for close to 29 years and now when i ask for a 3 month break due to cash flow issues they simply say you have 1 month grace period following which you cover will expire. Many phone calls from people asking me when i will be able to catch up, make a payment, commit to a date. No advice as how they would like to help me through this issue, treat their long time customer well and ensure that neither of us lose out entirely. The corporate arrogance is mind blowing.
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Replies (5)0
Replies (5)
Discovery Life's replyOfficial
12 Sept 2022, 09:33Thank you for raising your concerns with us.
As discussed telephonically we will ensure that you receive the relevant communication from the credit control team before we resolve your complaint.
Regards,
Habibah
Discovery Life
As discussed telephonically we will ensure that you receive the relevant communication from the credit control team before we resolve your complaint.
Regards,
Habibah
Discovery Life
Discovery Life's reply12 Sept 2022, 09:33
Official
Thank you for raising your concerns with us.
As discussed telephonically we will ensure that you receive the relevant communication from the credit control team before we resolve your complaint.
Regards,
Habibah
Discovery Life
As discussed telephonically we will ensure that you receive the relevant communication from the credit control team before we resolve your complaint.
Regards,
Habibah
Discovery Life
RB
Rob B's updateReviewer Update
17 Sept 2022, 11:47 Following the above an agreement was reached whereby the cover amount and premium will be reduced for a while.
I was emailed a new contract which i signed and returned.
What followed is another example of extremely poor service and a total disregard for the welfare if the company's clients. I received the following sms(below) on the 12th of September confirming that my account will be debited for the new reduced premium of R2000 on the 15th of September. That did not happen. SMS Thank you for your request to debit your account for your Discovery LIFE PLAN Mr Bremer, ***. We will debit you on 2022/09/15. I then received another sms(below) on the 16th of September telling me that my account is in arrears: SMS Your Discovery Life premium for policy *** is in arrears. Please pay this to keep your valuable cover. Please ignore this if you have already paid. Auth FSP If Discovery neglected to process the debit order I cannot see why I would be at fault. Please confirm that the cover is still in place and when the debit order for the amount of R2000 will be processed. If i am not currently covered under the terms of the new contract due to Discovery not processing the debit order as agreed there is going to be serious issue.
what happens if something happens to my wife or I while we wait for Discovery to do what they committed to do?
I was emailed a new contract which i signed and returned.
What followed is another example of extremely poor service and a total disregard for the welfare if the company's clients. I received the following sms(below) on the 12th of September confirming that my account will be debited for the new reduced premium of R2000 on the 15th of September. That did not happen. SMS Thank you for your request to debit your account for your Discovery LIFE PLAN Mr Bremer, ***. We will debit you on 2022/09/15. I then received another sms(below) on the 16th of September telling me that my account is in arrears: SMS Your Discovery Life premium for policy *** is in arrears. Please pay this to keep your valuable cover. Please ignore this if you have already paid. Auth FSP If Discovery neglected to process the debit order I cannot see why I would be at fault. Please confirm that the cover is still in place and when the debit order for the amount of R2000 will be processed. If i am not currently covered under the terms of the new contract due to Discovery not processing the debit order as agreed there is going to be serious issue.
what happens if something happens to my wife or I while we wait for Discovery to do what they committed to do?
RB
Rob B's update17 Sept 2022, 11:47
Reviewer Update
Following the above an agreement was reached whereby the cover amount and premium will be reduced for a while.
I was emailed a new contract which i signed and returned.
What followed is another example of extremely poor service and a total disregard for the welfare if the company's clients. I received the following sms(below) on the 12th of September confirming that my account will be debited for the new reduced premium of R2000 on the 15th of September. That did not happen. SMS Thank you for your request to debit your account for your Discovery LIFE PLAN Mr Bremer, ***. We will debit you on 2022/09/15. I then received another sms(below) on the 16th of September telling me that my account is in arrears: SMS Your Discovery Life premium for policy *** is in arrears. Please pay this to keep your valuable cover. Please ignore this if you have already paid. Auth FSP If Discovery neglected to process the debit order I cannot see why I would be at fault. Please confirm that the cover is still in place and when the debit order for the amount of R2000 will be processed. If i am not currently covered under the terms of the new contract due to Discovery not processing the debit order as agreed there is going to be serious issue.
what happens if something happens to my wife or I while we wait for Discovery to do what they committed to do?
I was emailed a new contract which i signed and returned.
What followed is another example of extremely poor service and a total disregard for the welfare if the company's clients. I received the following sms(below) on the 12th of September confirming that my account will be debited for the new reduced premium of R2000 on the 15th of September. That did not happen. SMS Thank you for your request to debit your account for your Discovery LIFE PLAN Mr Bremer, ***. We will debit you on 2022/09/15. I then received another sms(below) on the 16th of September telling me that my account is in arrears: SMS Your Discovery Life premium for policy *** is in arrears. Please pay this to keep your valuable cover. Please ignore this if you have already paid. Auth FSP If Discovery neglected to process the debit order I cannot see why I would be at fault. Please confirm that the cover is still in place and when the debit order for the amount of R2000 will be processed. If i am not currently covered under the terms of the new contract due to Discovery not processing the debit order as agreed there is going to be serious issue.
what happens if something happens to my wife or I while we wait for Discovery to do what they committed to do?
Discovery Life's replyOfficial
19 Sept 2022, 09:03As discussed telephonically the debit order was submitted but has been returned by your bank. Please contact your bank to reinstate the debit order. We have also requested for our credit control team to contact you regarding the arrears.
Regards,
Habibah
Discovery Life
Regards,
Habibah
Discovery Life
Discovery Life's reply19 Sept 2022, 09:03
Official
As discussed telephonically the debit order was submitted but has been returned by your bank. Please contact your bank to reinstate the debit order. We have also requested for our credit control team to contact you regarding the arrears.
Regards,
Habibah
Discovery Life
Regards,
Habibah
Discovery Life
RB
Rob B's updateReviewer Update
21 Sept 2022, 12:10 Following all the back and forth communication via email, sms and phone it was confirmed that Discovery will process the new lower debit order transaction on the 20th of September and that the cover will not be interrupted. I notified my bank and they lifted the block. The debit order did not go through. It is proving very difficult to resolve this issue. Is my cover valid or suspended due to Discovery’s inability to follow through on commitments? I will once again log a complaint on the Hello Peter site and then see what happens
RB
Rob B's update21 Sept 2022, 12:10
Reviewer Update
Following all the back and forth communication via email, sms and phone it was confirmed that Discovery will process the new lower debit order transaction on the 20th of September and that the cover will not be interrupted. I notified my bank and they lifted the block. The debit order did not go through. It is proving very difficult to resolve this issue. Is my cover valid or suspended due to Discovery’s inability to follow through on commitments? I will once again log a complaint on the Hello Peter site and then see what happens
Discovery Life's replyOfficial
21 Sept 2022, 12:28Please note that according to our records we have not received a return from your bank as yet so we are unable to confirm that the debit order did not go through. Our Credit Control Team will however be in touch with you shortly regarding your email. Please also refer to the email sent to you on the 19th of September 2022 confirming the arrangement made.
Regards,
Habibah
Discovery Life
Regards,
Habibah
Discovery Life
Discovery Life's reply21 Sept 2022, 12:28
Official
Please note that according to our records we have not received a return from your bank as yet so we are unable to confirm that the debit order did not go through. Our Credit Control Team will however be in touch with you shortly regarding your email. Please also refer to the email sent to you on the 19th of September 2022 confirming the arrangement made.
Regards,
Habibah
Discovery Life
Regards,
Habibah
Discovery Life