For help with
Access to timeous, optimal patient care in emergencies. Calls to Discovery911 are managed by highly qualified emergency personnel.
They will assess each case and send the most appropriate air or road evacuations.
Contact us on
» 0860 999 911
» +27 11 529 6900 (International emergencies, eg Evacuation)
Hours
All hours
| For help with | Contact us on | Hours |
| Discovery Bank clients: Fraud or stolen card | » +27 11 324 4444 | 24/7 |
| For help with | Contact us on | Hours |
| Discovery Bank clients: To report your lost or stolen cards | » 0800 07 96 97 | Monday to Friday (08:00 – 17:00) |
For help with
All general website and app queries such as registration problems, security, compatibility issues, login problems, trouble with navigating the site, etc.
Contact us on
» 0860 100 696
» 083 123 0696
» +27 11 529 2888 when overseas
Email: webinfo@discovery.co.za
Hours
07:00 - 18:00 Monday - Friday
For help with
For any problems with your username or password on the careers section of the site. Please do not send your CV to this email address – they will not be reviewed. Rather visit the Careers section on our site.
Contact us on
For help with
Fraud doesn't pay, but reporting it does. This offers you the opportunity to report any fraudulent and/or unethical practice in complete confidence. You may remain anonymous if you wish. This is a totally independent, professional hotline service. For every valid case that is investigated, reporters could be rewarded up to 10% of the money recovered as a token of Discovery's appreciation for taking an active role in combating crime. "Be part of the solution, not part of the problem"
Contact us on
» Toll-free phone: 0800 004500
» SMS 43477
» Toll-free fax: 0800 007788
» International phone: +27 31 508 6444
» International fax: +27 31 502 6760
Email: discovery@tip-offs.com
Post: Freepost DN298, Umhlanga Rocks, 4320
Hours
All hours
For help with
Queries relating to regulatory compliance. Any other matters sent to this mailbox will not be actioned.
Contact us on
» 011 529 2980
Email: compliance@discovery.co.za
Hours
08:30 - 16:00 Monday - Friday
For help with
Queries unique to the healthcare professional environment, for example, validating memberships, confirming benefits, claims queries and benefit information. Please have your practice number and patient details ready when you call us.
Are you already registered on our website but don’t have access to the Health Professional Zone? Please complete this form
Contact us on
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
For help with
New business, underwriting and commissions queries for intermediaries.
Contact us on
Hours
New Business and Underwriting:
08:00-17:00 Monday - Friday
Commissions:
08:00-17:00 Monday - Thursday
08:00-16:00 Fridays
For help with
Billing enquiries, administration changes, general membership and maintenance queries.
Contact us on
» 0860 99 88 77
Email: administration@discovery.co.za
If you are a cash scheme please contact your Portfolio Administrator.
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays Closed Sundays and public holidays
Medical emergencies
Medical emergencies or when you need medically equipped transport, call Discovery 911 with your medical aid membership number.
Contact us on
» 0860 999 911
» +27 11 529 6900 outside of SA
Hours
All hours
Hospital authorisations
Hospital authorisations, queries on your claims or benefit information. You can also update details on your membership or call us with a query on your debit order. For prompt assistance, please have your membership number ready when you call us.
Contact us on
» 0860 99 88 77
» +27 11 529 6900 outside of SA
» Get Help
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
General queries
Get help any time of the day – simply ask a question or request a document and get an instant answer. If you need extra support for your medical aid query, our agents are available to chat to you.
Contact us
Get help on WhatsApp
Hours
WhatsApp chat is available all hours
Our agents are available to chat
07:00 to 17:00 Monday to Friday
Discovery Health Medical Scheme is committed to providing you with the highest standard of service and your feedback is important to us. The following channels are available for your use and we encourage you to follow the process.
For help with
Step 1: To take your query further
If you have already contacted us and feel that your query has still not been resolved, please complete our online complaints form. We would also love to hear from you if we have exceeded your expectations.
Hours
07:00 – 17:00 Monday to Friday
Step 2: To contact the Principal Officer
If you are still not satisfied with the resolution of your complaint after following the process in step 1 you are able to escalate your complaint to the Principal Officer of the Discovery Health Medical Scheme.
Hours
07:00 – 17:00 Monday to Friday
Step 3: To lodge a dispute
If you have received a final decision from Discovery Health Medical Scheme and want to challenge it, you may lodge a formal dispute. You can find more information on the Scheme's disputes process here.
07:00 – 17:00 Monday to Friday
Step 4: To contact the Council of Medical Schemes Discovery Health Medical Scheme is regulated by the Council for Medical Schemes. You may contact the Council at any stage of the complaints process but are encouraged to follow the steps above to resolve your complaint before contacting the Council directly. About the Council for Medical Schemes
Contact us on
Hours
07:00 – 17:00 Monday to Friday
For help with
To join Vitality
Contact us on
Download your application form, complete it and email it to vitalitysales@discovery.co.za.
Alternatively, let us know if you’re interested in Vitality and we will contact you.
Hours
08:00 –17:00 Monday to Friday
08:00 – 13:00 Saturdays
For help with
All questions about your points, how the benefit works, Vitality Baby, travel bookings, etc.
Contact us on
Chat to us on WhatsApp
You can also give us a call on:
» 0860 99 88 77
» 083 123 88 77
» +27 11 529 6006 when overseas
To send a query to Vitality, click here
Hours
WhatsApp chat is available at all hours.
Our call centre agents are available to chat 07:00 to 18:00 Monday to Friday.
Discovery Vitality subscribes to the Consumer Goods and Services Code. The Consumer Goods and Services Ombud guides the consumer goods and services industry as to the minimum standards of conduct expected and to assist in resolving disputes that arise between consumers and suppliers in terms of the Consumer Protection Act (CPA). If you are dissatisfied with the way in which Discovery Vitality is dealing with your complaint, you are welcome to refer your complaint in writing to the Consumer Goods and Services Ombud on http://www.cgso.org.za/
For help with
All your questions regarding your Discovery Bank accounts and cards.
Contact
0800 07 96 97International dialing:
+27 11 324 5000
Fraud line (24/7):
+27 11 324 4444
Postal address:
PO Box 786722
Sandton
2196
Physical address:
1 Discovery Place
Sandton
2196
Hours
Monday to Friday (08:00 –17:00)
Send us a query
Complaints relating to Discovery Bank Products & Services
We are committed to providing you with great service and will investigate your complaint and aim to resolve your complaint appropriately.
We will acknowledge receipt of your complaint and give you a reference number within 24 hours.
Your complaint will be investigated by an independent team and is subject to senior executive review.
We will keep you informed of the status of your complaint and notify you in writing of the outcome.
You may contact us on 0800 07 96 97 or complaints@discovery.bank
If you are not satisfied with the outcome following our internal process, you can submit a complaint to the Ombudsman.
The Ombudsman for Banking Services (OBSSA) resolves complaints about banking services and products.
You can contact the OBSSA on 011 712 1800 / 0860 800 900 or go to www.obssa.co.za
The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates complaints by consumers regarding financial services rendered by Financial Services Providers, such as Discovery Bank.
You can contact the FAIS Ombudsman on 012 762 5000 / 012 470 9080 or go to www.faisombud.co.za
The National Credit Regulator (NCR) resolves complaints about credit related matters
You can contact the National Credit Regulator on 011 554 2700 / 0860 627 627 or go to www.ncr.org.za.
For help with
All your questions about your Discovery Insure policy including changes and claims
Contact us on
Hours
08:00 - 18:00 Monday - Friday
08:00 - 18:00 Saturday
For help with
Bookings for the installation of or questions about the workings of your DQ-Track.
Contact us on
Hours
08:00 - 18:00 Monday - Friday
Let us help you resolve your complaint
We look forward to helping you sort out any problems and encourage you to contact us. For any event, you are welcome to contact:
- The Discovery Insure contact centre on:
Telephone: 0860 751 751
Email: insureinfo@discovery.co.za
Fax: 011 539 1189
Mail:
Discovery Insure
PO Box 3888
Rivonia
2128
Physical address:
155 West Street
Sandton
Johannesburg
Post: Freepost DN298, Umhlanga Rocks, 4320 - Discovery Insure Claims on:
Telephone: 0860 751 751
Email: insureclaims@discovery.co.za - Discovery Insure complaints on:
Email: insurecomplaints@discovery.co.za - SASRIA
Telephone: +27 11 214 0800 / 086 172 7742
Email: contactus@sasria.co.za
Fax: +27 11 447 8630 / 086 172 7329
Mail:
P O Box 653367
Benmore
2010 - The Ombudsman for Short-Term Insurance:
Telephone: 011 726 8900
Fax: 011 726 5501
Email: info@osti.co.za
Mail:
The Ombudsman for Short-Term Insurance
PO Box 32334
Braamfontein
2017 - The FAIS Ombudsman (if you are unsatisfied with your Financial Adviser)
Telephone: 012 470 9080
Fax: 012 348 3447
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Mail:
The FAIS Ombudsman
PO Box 74571
Lynnwood Ridge
0040
For help with
To report any suspected fraudulent activity to the Discovery Fraudline.
Contact us on
» Toll-free phone: 0800 004500
» SMS 43477
» Toll-free fax: 0800 007788
» International phone: +27 31 508 6444
» International fax: +27 31 502 6760
Email: discovery@tip-offs.com
Post: Freepost DN298, Umhlanga Rocks, 4320
Hours
All hours
For help with
To report any suspected fraudulent activity to the SAIA.
Contact us on
» 0860 002 526
Email: insurance@fraudline.co.za
Hours
All hours
For help with
All your questions about your Discovery Business Insurance plan
Contact us on
» 011 529 6620
Email: insureinfo@discovery.co.za
Hours
Monday - Friday 08:00 - 17:00
For help with
All your questions about your investment values, statement requests, investment and fund information, personal detail changes, retirement and other claim queries, etc.
Contact us on
» 0860 67 5777
» +27 11 529 2888 when overseas
» Fax: +27 011 539 5777
Email: invest_support@discovery.co.za
Hours
08:00 - 17:00 Monday - Thursday
08:00 - 16:00 Fridays
Discovery Invest maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible. Discovery Invest aims to resolve all complaints within 21 working days of receipt if all the relevant information has been received. If we are unable to provide feedback in this time, we will inform you.
What to do to resolve your complaint:
- Speak to your Financial Adviser:
If you have any concern about your Discovery Invest policy and / or the financial advice you have been provided with, first discuss it with your adviser. If you are still not satisfied submit the complaint to the adviser in writing, if you have not yet. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response or should the adviser not respond within 6 weeks, you may contact the FAIS Ombudsman. - Contact Discovery Invest Complaints Department:
You can submit your complaint in writing together with any supporting documentation to invest_complaints@discovery.co.za if you are not satisfied with the response you have received from your adviser. You can also follow this process if you prefer to raise a complaint directly with us.The requirements are:
- Your complaint must be in writing
- Your Discovery Invest policy number related to the complaint should be included
- You should provide us with specific information, correspondence and documentation relevant to your complaint
- Contact the relevant Ombudsman
Should your complaint not be resolved to your satisfaction or if we have failed to respond to your complaint within 6 weeks, then you may submit your complaint to the FAIS Ombudsman or the Ombudsman for Long Term Insurance. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Invest responded to your complaint in writing.
The FAIS Ombudsman: The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Invest). The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.
Contact details:
PO Box 74571, Lynwood Ridge, 0040
Phone: +27 12 470 9080
Fax: +27 12 428 8000
Email: info@faisombud.co.za
Website: www.faisombud.co.za
The Ombudsman for Long Term Insurance: The office for the Ombudsman for Long-term Insurance mediates in disputes between subscribing members (such as Discovery Invest) of the long-term insurance industry and policyholders regarding insurance contracts. It is an independent office which is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies.
Contact details:
Private Bag x45, Claremont, 7735
Phone: 0860 662 837
Fax: (+27 21) 674-0951
Email: info@ombud.co.za
Website: www.ombud.co.za
For help with
For information on the submission and progress of a Discovery Life claim.
Contact us on
» 0860 103 905
» +27 11 529 2888 when overseas
» Fax: 011 539 2508
Email: LifeClaims@discovery.co.za
Hours
08:00 - 17:00 Monday, Tuesday, Thursday
09:00 - 17:00 Wednesday
08:00 - 16:00 Friday
For help with
For all Life related queries, including information about the innovative benefits we offer, how you can become a policyholder and more.
Contact us on
» 0860 00 54 33
» +27 11 529 2888 when overseas
» Fax: 0860 543 339
Email: discoverylifeinfo@discovery.co.za
Hours
08:00 - 17:00 Monday - Thursday
08:00 - 16:00 Friday
Discovery Life maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible. Discovery Life aims to resolve all complaints within 21 working days of receipt if all the relevant information has been received. If we are unable to provide feedback in this time, we will inform you.
What to do to resolve your complaint:
- Speak to your Financial Adviser:
If you have any concern about your Discovery Life policy and / or the financial advice you have been provided with, first discuss it with your adviser. If you are still not satisfied submit the complaint to the adviser in writing, if you have not yet. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response or should the adviser not respond within 6 weeks, you may contact the FAIS Ombudsman. - Contact Discovery Life Complaints Department:
You can submit your complaint in writing together with any supporting documentation to life_complaints@discovery.co.za if you are not satisfied with the response you have received from your adviser. You can also follow this process if you prefer to raise a complaint directly with us.The requirements are:
- Your complaint must be in writing
- Your Discovery Life policy number related to the complaint should be included
- You should provide us with specific information, correspondence and documentation relevant to your complaint
- Contact the relevant Ombudsman
Should your complaint not be resolved to your satisfaction or if we have failed to respond to your complaint within 6 weeks, then you may submit your complaint to the FAIS Ombudsman or the Ombudsman for Long Term Insurance. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Life responded to your complaint in writing.
The FAIS Ombudsman: The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Life) . The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.
Contact details:
PO Box 74571, Lynwood Ridge, 0040
Phone: +27 12 470 9080
Fax: +27 12 428 8000
Email: info@faisombud.co.za
Website: www.faisombud.co.za
The Ombudsman for Long Term Insurance: The office for the Ombudsman for Long-term Insurance mediates in disputes between subscribing members (such as Discovery Life) of the long-term insurance industry and policyholders regarding insurance contracts. It is an independent office which is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies.
Contact details:
Private Bag x45, Claremont, 7735
Phone: 0860 662 837
Fax: (+27 21) 674-0951
Email: info@ombud.co.za
Website: www.ombud.co.za
For help with
For information on the submission and progress of a Discovery Group Life claim.
Contact us on
» 0860 54 33 22
» Fax: 011 539 7388
Email: groupriskclaims@discovery.co.za
Hours
08:30 - 17:00 Monday - Thursday
08:00 - 16:00 Friday
For help with
All other questions about your cover on Discovery Group Life including changes and additions.
Contact us on
» 0860 0 GROUP (0860 0 47687)
» Fax: 011 539 7388
Email: groupinfo@discovery.co.za
Hours
08:30 - 17:00 Monday - Thursday
08:00 - 16:00 Friday
For help with
All your questions about your Discovery Gap Cover and Discovery Supplementary Gap cover policy. Including personal detail changes or benefit information.
Contact us on
» Telephone: 0860 99 88 77
» Email: gapcover@discovery.co.za
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
For help with
For queries on your Discovery Gap Cover claims.
Contact us on
» Telephone: 0860 99 88 77
» Email: gapcover@discovery.co.za
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
For help with
For queries on your Discovery Supplementary Gap Cover claims.
Contact us on
» Telephone: 0860 99 88 77
» Email: sgapclaims@discovery.co.za
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
We are committed to provide you with the highest standard of service and your feedback is important to us. The following channels are available for your use and we encourage you to follow the process.
For help with
- Discovery Gap Cover Complaints
Telephone: 0860 99 88 77
Email: gapcover@discovery.co.za - Contact the FAIS Ombud for complaints about financial advisers
The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Insure). The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge. - Contact details:
The FAIS Ombud c/o Financial Services Board
Address: PO Box 74571, Lynnwood Ridge, Pretoria, 0040
Telephone: 012 470 9080
Fax: 012 348 3447
E-mail: info@faisombud.co.za
Website: www.faisombud.co.za - Contact the Ombudsman for Short Term Insurance for complaints about your Discovery Gap Cover policy
The office of the Ombudsman for Short-Term Insurance mediates disputes about insurance contracts between consumers and Personal Lines Short-Term Insurers, for example Discovery Insure. It has to provide an efficient, independent service to policyholders in response to disputes arising from short-term insurance policies.
Contact us on
Complaints
Hours
7:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
For help with
- Discovery Supplementary Gap Cover Complaints
Telephone: 0860 99 88 77
Email: gapcover@discovery.co.za - Contact the FAIS Ombud for complaints about financial advisers
The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Insure). The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge. - Contact details:
The FAIS Ombud c/o Financial Services Board
Address: PO Box 74571, Lynnwood Ridge, Pretoria, 0040
Telephone: 012 470 9080
Fax: 012 348 3447
E-mail: info@faisombud.co.za
Website: www.faisombud.co.za - Contact the Ombudsman for Long Term Insurance for complaints about your Discovery Supplementary Gap policy
The office of the Ombudsman for Long Term Insurance mediates disputes relating to Long Term Insurance contracts such as with Discovery Life. It has to provide an efficient, independent service to policyholders in response to disputes arising from their policy contracts. - Contact details:
Address: Third Floor, Sunclare Building, 21 Dreyer Street, Claremont, Cape
Town, 7700
Telephone: 021 657 5000 / 0860 103 236
Fax: 021 674 0951
E-mail: info@ombud.co.za
Contact us on
Complaints
Hours
07:00 – 20:00 Monday to Friday
08:00 – 13:00 Saturdays
Closed Sundays and public holidays
| SMS us | We will send you |
|---|---|
| Confirm member number | Your health member number |
| Plan | Your plan type |
| MSA | How much you have left in your Medical Savings Account |
| SPG | Your potential Self Payment Gap |
| Points | Your Vitality points |
| Status | Your Vitality status and points needed to reach the next status |
| Card | Your balance and payment due |