Bad Customer Experience_Discovery Vitality

On 31 December 2019, I was forced to end my discovery medical aid membership as I was leaving the company I was working for at the time. My new employer has a different medical aid scheme. In Jan 2020, I realised that I had a global education protector which is linked to vitality. After many calls, the Discovery Life insurance team was able to assist and assured me that I can be on vitality through this product. I was pleased and asked that I continue my global educator fund to continue and re-activate my vitality effective 1 Feb 2020. The reason for this is because I am big on gym and I want to save on the monthly gym premiums. I got my membership letter from vitality on 20 Jan 2020. About two days or so later, I tried to activate my vitality on the discovery app. I called vitality and they told me it will happen on 1 Feb 2020. Come 1 Feb 2020, this is not done. My gym membership shows that I have cancelled my vitality and as such I got charged the full premium. 3 Feb 2020, I call vitality and they asked how I got this membership. I told them I spoke to Discovery Life and they assisted me. Vitality asked me to talk to Discovery life about my activation. AGAIN Vitality asked me to talk to another department about WHY THEIR OWN PRODUCT is not active. Discovery life tells me that on their side everything is fine, its Vitality that has NOT LINKED MY MEMBERSHIP.

I find that Vitality is really a part of DISCOVERY. They work in silos and as a result, one gets really bad customer experience from that team/ division/business unit. They are not solutions orientated like the Life insurance guys, and give off an attitude that they simply not interested. This is shocking for business like Discovery. One would have thought that when they approach/ deal with customers they should be "One Discovery"). I am so tired of calling discovery trying to give them my continued support.