Discovery Arvostelua 

Dear Management,

I would like to formally place on record my commendation and strong recommendation for Adi Mudau and the MyBrand Group, particularly Masego Machele, for their exceptional service delivery during a highly challenging and time-sensitive situation.

Following the unfortunate incident in which my Toyota Urban Cruiser was written off, I experienced a period of significant stress and uncertainty. However, the manner in which Adi Mudau and Masego Machelle managed this situation was nothing short of exemplary.

From the outset, they demonstrated a high level of professionalism, emotional intelligence, and operational excellence. Their ability to remain composed, empathetic, and solutions-driven had a direct impact on stabilising a very stressful experience. They took the time to engage meaningfully, providing reassurance and clarity at each stage of the process.

Of particular note was their proactive and consistent communication. They ensured that I was kept fully informed throughout, providing regular updates without the need for follow-ups. This level of transparency and accountability significantly enhanced my overall experience and reinforced trust in their service delivery.

Through their dedication and commitment to resolving the matter efficiently, they successfully facilitated the replacement of my written-off vehicle with a brand-new car, delivering a seamless outcome that exceeded expectations in both turnaround time and quality.

Their conduct reflects best-in-class client service standards—marked by responsiveness, ownership, and a genuine commitment to client well-being. It is clear that both Adi Mudau and MyBrand Group operate with a strong customer-centric ethos that sets them apart.

I strongly recommend that their efforts be formally recognised, as their service represents the calibre of excellence any organisation would aspire to uphold.

Kind regards,

Discovery hospital plans do not cover you in hospital. Every time some limit its some limit that is exceeded.

The only thing they have of value is their vitality programme. But if you strip that away, you will see how useless they are!

A few months ago I signed up for Flexi care, never in my life had I recieved horrendous service like this, I have called on countless occasions and sent more than 50 emails nobody is bothered to respond or contact me. The other day I spent 60 minutes on hold. Zikhona spelt my name wrong and I have sent my I'd copy 3 times to witch nobody bothered to fix. I have not been able to claim anything and nobody wants to reimburse me. I will be uploading snippets and proof that 3 months of debit orders that were for an unrendered service!!! So distasteful, I will be making a video on Tik Tok and I will be taking this up with an ombudsman

I am extremely frustrated with the poor service I have received from Discovery Medical Aid regarding a specialist authorization letter that I urgently require for my appointment tomorrow.
Since last week, I have been trying to obtain a correct authorization letter with the proper authorization number for my specialist consultation. Despite numerous calls and follow-ups, the matter is still not resolved.
Today alone, I have been on the phone with Discovery since 8am, being transferred from department to department without any proper assistance. I was repeatedly told that emails “were not going through,” and when documentation was eventually sent to me, it contained the incorrect doctor practice number, making it unusable.
This has caused unnecessary stress, wasted hours of my time, and placed my specialist appointment at risk due to administrative inefficiency and lack of accountability.
As a paying member, I expect better communication, urgency, and competence when dealing with important medical matters. I would appreciate immediate intervention to resolve this issue before my appointment tomorrow.

Discovery, your voice answering service prompts are not working. I have to punch the numbers to select an option in numerous times just to be cut off after anything between 5 and 20 minutes of struggeling.

My employees have been laughing in the background at how bad your Discovery system is. Ref. Mark and Tracy are witnesses.

As a paying client I can not get Discovery to answer my call, not mentioning attempting to get service. This is frustrating & infuriating due to the time and effort wasted to no avail.

I have reported this on at least three or more occasions to employees of Discovery ( Please go listen to the tape recordings of our conversations and publish them) after sending emails to numerous email addresses requesting a call back.

Is this a sign of the times Discovery?Shiny on top with a rotten core?

You are letting your clients and your employees down.

Being busy and having a high call volume is no excuse, or maybe you just don't plan to be busy. Is this a message you prefer to send out, "don't call us and if you do we will ensure you cannot get through to us", we don't want to be busy!

Marius Joubert
060 525 4998

Yesterday I had called discovery to enquire about something and I was put through to Azi. She was very sweet, patient and professional. She also gave me more clear information than I had initially asked for. I was happy with the service she provided.

If you are considering Discovery Health, specifically the KeyCare plan, stay away. They have mastered the art of manipulation to decline their members much-needed medical attention, even when it becomes a safety risk.

Since October 2025, we have been in an ongoing battle to get a tonsillectomy approved for my fiancé. Despite her being rushed to the ER at the end of February 2026 and suffering from over 7 acute cases of tonsillitis in just a few months, Discovery continues to hide behind technical "exclusions."

Even after her doctors classified this as a Prescribed Minimum Benefit (PMB) due to the risk of an abscess (a life-threatening complication), Discovery’s medical review team maintains their decline. They acknowledge the surgery is "clinically indicated" (meaning she needs it), yet they refuse to pay.

It is dangerous and unethical to leave a patient suffering through monthly infections and emergency room visits just to protect their bottom line. We have now been forced to escalate this to the Council for Medical Schemes (CMS).

Save yourself the stress and the medical risk, look elsewhere for a medical aid that actually values human life over technicalities.

Discovery is the worst insurance ever!! We had a geyser claim on the 15th December and we are still waiting for the claim to be settled. They keep on making empty promises. We still havent seen the money after many e mails and interventions. They have primised to settle this on 25th March. Lol

I would strongly caution anyone considering signing up for Vitality through Discovery Limited.

What is marketed as a rewards programme for healthy behaviour is, in my experience, completely unreliable.

I joined the Blood Pressure Challenge on 21 March 2026. Within a week, the system showed I was already on Week 5 of 5. That is not a small glitch, it completely undermines the integrity of the programme.

Because of this:

-I did not receive the Miles I earned
-The system reflects incorrect progress
-The information changes daily with no consistency
-No one takes ownership or fixes it properly

You are essentially paying extra every month for a system that does not track correctly and does not honour what it promises.

What makes this worse is the lack of urgency. I have made it clear I want this resolved immediately, but instead of fixing it, the issue just drags on while the system continues to change.

At this point, it feels less like a rewards programme and more like a trap where members are expected to keep paying while benefits are not properly delivered.

If you are thinking of joining, be very careful. Make sure you document everything, because if something goes wrong, you will need proof.

Extremely disappointing experience.

Thank you, Noma, for taking my call and for your patience in ensuring the authorisation for my son was completed successfully. You were patient throughout the process and explained every step of the actions you were taking during our interaction. I truly appreciate your assistance. Pity the call ended as I was awaiting the end of call feedback. I do trust this written feedback reaches you. Thanks Pamela

The vitality products is a good add on to their broader products

I landed up in hospital and Discovery rejected a payment. Now I have Netcare harassing me.

After lightning struck my home and damaged part of my alarm system, I had to submit a claim, and I am truly impressed with the outstanding service I received.
From Discovery Insure, I would especially like to commend Chantel Slaney (Executive Consultant) and Francois Korb (Building Assessor). Their professionalism, efficiency, and clear communication made the entire process smooth and completely stress-free. They handled the claim promptly, kept me informed throughout, and ensured everything moved forward without unnecessary delays.
WTZ SecureIT was appointed to carry out the repairs, and their service was equally exceptional. A special thank you to René van Eck, who ensured the repair and replacement of the damaged alarm components were handled efficiently and professionally. The workmanship was excellent, and everything was thoroughly tested and explained before completion.
What could have been a frustrating experience turned into a seamless one thanks to the dedication and high standards of everyone involved.
I highly recommend both Discovery Insure and WTZ SecureIT for their exceptional service, professionalism, and commitment to their clients.

Probably one of the worst banks to bank with they take weeks to reverse money charged by mistake all they are good at is giving yu their card

I was unfairly charged for their negligence & they showed no care or concern. I am never making the mistake of opening an account with this company.

I am a Discovery member on the Essential Smart Plan. While visiting my parents over the December 2025 holiday period, my glasses broke and I needed an optometry consultation. I went to my longstanding optometrist in Oudtshoorn, who is registered with Discovery, and the consultation was charged at a rate below Discovery’s tariff. Discovery nonetheless declined payment on the basis that, on my plan, optometry is effectively restricted to a single branded provider (Mellins). The nearest Mellins practice was approximately 57 km away. In plain terms, the “choice” offered is a long drive or paying out of pocket, even where the optometrist is registered and the rate is reasonable.
What made this worse was not only the decision, but the way it was handled. For a time, Discovery had no difficulty corresponding with me via my Gmail address, and the email thread shows that this address was used in the communications. When my questions became more pointed and I requested a proper written explanation grounded in the plan rules, an “email address not on our system” issue suddenly surfaced. I was told, in effect, that my query could not proceed unless I corresponded from a different email address said to be on their records. I had previously asked (via my agent) for my email address to be updated years ago, and there had been no difficulty communicating with me at this address until this point. The timing did not inspire confidence. It read less like security and more like a convenient brake pedal.
I also asked that Discovery communicate by email so that the information is properly recorded in writing, rather than pushing telephone calls. If a benefit is declined, a member is entitled to a clear, written explanation. That should be routine. Instead, I experienced generic responses and administrative hurdles, with the substantive question left sitting in the waiting room.
This is not my first encounter with this pattern. In 2023, I underwent a tonsillectomy at a network hospital (Cape Gate) and the procedure was pre-approved. Discovery initially refused to pay the anaesthetist on the basis that the doctor was “not on my network”. Only after repeated queries over a period of time did Discovery ultimately pay. Discovery appears to treat “network” as a moving target that the patient must somehow police in the middle of medical treatment. That is not realistic. It is not patient-centred. It is a paperwork trap. Discovery then later used the “wrong code” excuse, but ultimately they did pay as I did not let the issue go.
I am not asking for special treatment. I am asking for transparent, coherent rules that match real life, and for fair dealing when a member uses a registered provider at a reasonable rate. If Discovery’s model is that you must use one specific chain regardless of geography, then say so plainly — and accept that many members will experience it as a restriction designed to avoid paying legitimate claims. In my experience, Discovery has become increasingly clever with exclusions and increasingly reluctant to provide straightforward accountability when challenged.

My husband was struggling to nominate a new doctor, as our current doctor moved to Mosselbay. After calling Discovery multiple times to nominate a new GP, Lalita eventually answered his call and it was done immediately. Where it took a couple of other consultants to not be successful Lalitha did it in a blink of an eye . She is a true gem. If there were more Lalithas working for Discovery it would have been a much better medical aid to deal with! Well done Lalitha. Our experience with you were great. Your customer service was excellent!

Discovery have become too big hence standards have slipped.
Called them every day this week to have points allocated without success
Disappointing

What a horrible experience to try cancel discovery vitality. After 3 free month trial, your vitality gets automatically deducted from your account UNLESS you cancel. This is devious tactics by discovery to rip the client off. Rather let the customer decide to sign up to vitality after 3 month trial has ended and don't offer it with the sign up of medical aid, as it was never wanted in the first place. Disgusting service and business tactics. Tried to cancel over chat and email and it's not possible, get told to phone the number, but unable to do so. Do not recommend discovery.