Discovery Vitality & Vitality Mall
Incorrect Vitality Status

Hi,

In Jan, I filled in the application forms to add my husband as a dependant onto my medical aid policy as of 1 Feb. A few days later we realised we both were blocked from using any Vitality Benefits. After numerous calls to the call centre, we were told that this happened because he has a Discovery Life policy and Vitality linked to that which needed to be cancelled. Which was fine with us, except why was these problems taking place in Jan when he was only supposed to be added in Feb!

After speaking to a manager, a temporary fix was provided resulting in our vitality privileges being reinstated but at a lower status (Bronze vs Diamond). We booked flights and were assured that the difference due to statuses would be refunded and the issue of the incorrect status would be resolved immediately. Mistakes happen and I was happy with the solution but now 3 weeks later, I find that the issue is still unresolved. After another 20 min call to the call centre, I'm told once again that the issue will be resolved, so I wait! It seems to me that the system is not designed to deal with this situation since everyone is confused and time for resolution is ridiculous.

Company: Discovery Vitality & Vitality Mall
Country: South Africa
City: Gauteng

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