Agents can't answer questions beyond referring to the website/brochures

Whelp, like most people, I'm looking for affordable health insurance. So I've done complete research, but obviously still had some questions, so I requested a call-back this morning

Young Yolanda promptly called me back. Starting out, I asked a couple of questions which threw her off guard:

1. How long experience do you have pitching Flexi Care and Flexi Care Trauma (see, I have specific questions, a long medical history with my partner, and I know what I need to ask might be complex for a junior agent - more on that later). 4 years she says. OK, sounds promising

2. Are calls recorded? See, you're going to answer my questions, you will send me the quote as well as the recording, and only then, if my spouse agrees, will we add bank details to the quote and sign up. I work for a call centre (true) and I won't rely on generic answers because my questions will be specific, so no-one will turn around and deny claims. Oh no, you can complete the application online, you just go onto the Discovery website. Not what I asked. I want you to pitch a specific product because I have specific questions. I need a pitch on Flexicare Plus with Trauma/Emergency Max with R 400 000 cover

3. I see the Flexicare service providers for GP's, dentists and optometry, but not the hospitals. Oh no, you go to any Netcare. But where do I find the list of approved hospitals, because the website list of hospitals relates to only medical aid hospitals. Hear this . . .

4. No, you can go to ANY (no longer Netcare) private hospital and just take the brochure with you, you will be covered. Uhm. No, that's why I wanted the call-back and the recording. I don't care about brochures or pamphlets, that's marketing media and I've read way too many times on Hello Peter that the brochure means jack squat. Did i mention I'm in HR for the Call Center I work for? So I know when I'm being bull****ped. I want a list of approved hospitals for Flexicare just like you have a list of GP's, dentists and optometrists

5. Silence is way long on Yolanda's side. Then I added that I want to know on Trauma Max for R 400 000, that my better half will be covered for casualty and admission and that she won't just be stabilized and sent off to a state facility.

6. Oh no, says the lovely Yolanda, that's how it works, they only stabilise at any private hospital and then transfer to a state facility. Clearly the gentle lady is caught off guard being, even after 4 years, this woman's questions are more in depth than most schmuck's out there.

6. No Yolanda, I've done my research, and that's why I'm asking about Trauma Max, because that says emergency and your lovely site which you keep referring me to, also speaks about stabilising, admission, in-hospital (obviously with the caveat if the limit). So does your brochure, so before I get to the condition, I wanted to ensure that we do have cover for in-hospital treatment.

7. The silence is long. So long, in fact, that I went: Yolanda? Are you still there? Yes ma'am, I am, but I will have to find out for you about this, because we only do stabilization. I will call you back

8. OK, Yolanda, but I'm not done. (Clearly the young lady is not up to the task, so if she's going to have to ask, I might as well add to her questions to stop this back and forth). When you speak to your supervisor, I want to know explicitly if Trauma Max covers absent seizures, ICD Code G40.09.

Silence. Yolanda? I need this information specifically, because it's not a general condition. Yes ma'am, I'll ask and call you back

Now I wait . . . . And wait . . . And wait. See, I chose Trauma/Emergency Max because it covers fits and seizures. G40 is a clinically recognised seizure, diagnosed and everything, but I'm covering my bases

In the mean time, I wait . . . And wait . . . And wait. I've even tried another call-back which did not happen so, yeah. I'm starting to agree with the reviews on here. I think I'll try my luck elsewhere