My wife is an athlete who makes regular use of the Vitality gym benefit. She has had a lengthy injury, which has made her attendance to the gym difficult. At one stage she could only swim, then the La Lucia Gym had roof repair done in March resulting in the pool being closed. As a result she did slipped off the required gym visits. A warning was apparently sent to an old email address which she did not receive and she was phoned to say her benefit was cancelled. I phoned the call centre to explain the circumstances with proof of the injury (many medical invoices) and the roof problem. The Call Centre did not care about her circumstances, and were toatlly unempathetic about her situation. This is poor customer service for a loyal customer with an excellent gym attendance (been a member of Discovery Medical Aid for 7 years).
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