Discovery Vitality are so inefficient and backward thinking

In March 2023, we changed medical aid plans and inquired with Discovery and its service providers such as Clicks and Dischem how we can insure our vitality benefits are replicated to the new plan. We were advised by Discovery Vitality and its service provider the replication would happen via my ID number. Then one day we went to the movies and discovered that this was not the case since they could not link our cards to Vitality. I then went on to call Vitality and spent over an hour with a call center agent that was not very helpful and who ultimately referred me me to the artificial intelligence platform where I spent another hour trouble shooting and sending errors to this platform. I was also required to pull out all the cards that are linked with Vitality and type out each card number so they can log faults - it was nothing short of a waste of time and absolute nightmare. In the end, all that was achieved was then logging inquiry after inquiry with nothing on their system working (and by the way, this was not the first time the Discovery vitality system has not worked). The whole idea of relying on Artificial intelligence has dropped Discovery’s customer service to a zero. They waste the clients’ time and frustrates the clients as the Troubleshooting is left to them. No one has time to spend half their morning trouble shooting system errors. Any forward thinking entity will load a client and activate their benefits with on click - not activate one by one by asking clients to provide card numbers (one by one). It’s so pathetic and backward thinking. I am surprised Discovery are as successful as they because really…when coming to operations, they seem to be leaving the work to the customer, only for nothing to work. As things stand, I spent my morning on the phone with Discovery Vitality and none of my rewards are activated.