I recently joined Discovery as a spouse dependent from another medical aid and my customer experience has been absolutely awful. Namely:
1. Continuous website problems and errors to complete assessments and access profile
2. Unprofessional consultants responding to queries - not investigating query appropriately prior to contacting myself and wasting my time. Providing generic responses that are not applicable to query and not using their initiative to apply their minds to queries.
3. Information not updated appropriately on our profile the first time and taking 18 months to resolve the matter. This was resolved by contacting our employer's medical aid agent as we were unable to resolve the matter directly with Discovery. There is still one item to be updated and still waiting for this to be resolved.
4. Inadequate response, lack of feedback in resolving queries. Continuous follow up on current outstanding query which was communicated 3 October 2013. This is still unresolved.
5. Vitality points not updated timeously with assessments completed. Performed assessments in September and this is not reflecting as yet on our profile.
Discovery needs to pull up their socks!!!
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