For help with | Contact us on | Hours |
---|---|---|
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. |
» 0860 999 911 » +27 11 529 6900 (International emergencies, eg Evacuation) |
All hours |
For help with | Contact us on | Hours |
---|---|---|
To report your lost or stolen Discovery Card. | » 0800 110 132 » +27 11 369 1018 |
All hours |
For help with | Contact us on | Hours |
---|---|---|
All general website and app queries such as registration problems, security, compatibility issues, login problems, trouble with navigating the site, etc. | » 0860 100 696 » 083 123 0696 » +27 11 529 2888 when overseas Email: webinfo@discovery.co.za |
07:00 - 18:00 Monday - Friday |
For help with | Contact us on |
---|---|
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. | Email: recruitment_queries@discovery.co.za |
For help with | Contact us on | Hours |
---|---|---|
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" | » 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 |
All hours |
For help with | Contact us on | Hours |
---|---|---|
Queries relating to regulatory compliance or to request a copy of the conflict of interest policy. | » 011 529 2980 Email: compliance@discovery.co.za |
08:30 - 16:00 Monday - Friday |
For help with | Contact us on |
---|---|
Investor related queries. | Email: asktheCFO@discovery.co.za |
For help with | Contact us on | Hours |
---|---|---|
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 |
» 0860 44 55 66 Email: healthpartnerinfo@discovery.co.za |
07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
For help with | Contact us on | Hours |
---|---|---|
New business, underwriting and commissions queries for intermediaries. | » 0860 345 678 Email: adviserqueries@discovery.co.za |
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 | Contact us on | Hours |
---|---|---|
Billing enquiries, administration changes, general membership and maintenance queries. | » 0860 99 88 77 Email: administration@discovery.co.za If you are a cash scheme please contact your Portfolio Administrator. |
07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
For help with | Contact us on | Hours |
---|---|---|
Medical emergencies or when you need medically equipped transport, call Discovery 911 with your medical aid membership number. | » 0860 999 911 » +27 11 541 1222 outside of SA |
All hours |
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. | » 0860 99 88 77 » +27 11 541 1222 outside of SA Email: healthinfo@discovery.co.za » Send a query |
07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
Send us a query
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.
Steps to follow | Contact us on | Hours |
---|---|---|
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. |
Complaints / compliments form | 07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
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. |
Contact the Principal Officer | 07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
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. |
Dispute form | 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 | » 012 431 0500 Web: www.medicalschemes.com |
07:00 – 17:00 Monday to Friday |
For help with | Contact us on | Hours |
---|---|---|
To join Vitality |
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. |
08:00 –17:00 Monday to Friday 08:00 – 13:00 Saturdays |
For help with | Contact us on | Hours |
---|---|---|
All questions about your points, how the benefit works, Vitality Baby, discovery/mall, travel bookings, etc. | » 0860 99 88 77 » 083 123 88 77 » +27 11 529 6006 when overseas To send a query to Vitality, click here |
08:00 –17:00 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 | Contact us on | Hours |
---|---|---|
All your questions regarding the new generation Discovery Card, including shopping savings at our Discovery store partners and travel savings. | » 0860 11 CARD / 0860 11 2273 » +27 11 529 2273 » +27 11 529 2888 when overseas » Fax: +27 11 539 2273 Email: DiscoveryCard@discovery.co.za » Send a query |
07:00 –18:00 Monday to Friday 07:30 – 14:30 Saturdays |
Send us a query
For help with | Contact us on | Hours |
---|---|---|
To report your lost or stolen Discovery Card. | » 0800 110 132 » +27 11 369 1018 |
All hours |
Let us help you resolve your complaint
Discovery Card maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible. Discovery Card 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.
For help with | Contact us on |
---|---|
Group Compliance: Queries relating to regulatory compliance or to request a copy of the conflict of interest policy. | » 011 529 2980 » Email:compliance@discovery.co.za |
The Financial Services Board (FSB) is an independent institution established by statute to oversee the South African Non-Banking Financial Services Industry in the public interest. Its mission and vision are to promote and maintain a sound financial investment in South Africa | » 0800 11 04 43 » 0800 20 20 87 » Email:info@fsb.co.za Postal: PO Box 35655 Menlo Park 0102 |
National Credit Regulator (NCR): Any ordinary consumer may lodge a complaint against any institution offering credit, against a debt counsellor and a credit bureau provided the NCR has jurisdiction. Only persons with a power of attorney may lodge complaints on behalf of another person. | » 0860 627 627 » Email:complaints@ncr.org.za |
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 Banking Services. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Card 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 | » +27 12 762 5000 / +27 12 470 9080 » Email:info@faisombud.co.za Postal: PO Box 74571 Lynwood Ridge 0040 |
The Ombudsman for Banking Services (OBS) resolves individual complaints about banking services and products. We do this in an impartial, independent, confidential and speedy manner. | » 011 712 1800 » Email:info@obssa.co.za Postal: 34 Fricker Road Illovo Johannesburg 2196 |
For help with | Contact us on | Hours |
---|---|---|
All your questions about your Discovery Insure policy including changes and claims. | » 0860 751 751 Email: vitalitydriveinfo@discovery.co.za |
08:00 - 18:00 Monday - Friday 08:00 - 18:00 Saturday |
For help with | Contact us on | Hours |
---|---|---|
Bookings for the installation of or questions about the workings of your DQ-Track. | » 0860 751 751 Email: vitalitydriveinfo@discovery.co.za |
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 - Discovery Insure Compliance Officer on:
Telephone: 011 529 2980
Email: compliance@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 | Contact us on | Hours |
---|---|---|
To report any suspected fraudulent activity to the Discovery Fraudline. | » 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 |
All hours |
For help with | Contact us on | Hours |
---|---|---|
To report any suspected fraudulent activity to the SAIA. | » 0860 002 526 Email: insurance@fraudline.co.za |
All hours |
For help with | Contact us on | Hours |
---|---|---|
All your questions about your investment values, statement requests, investment and fund information, personal detail changes, retirement and other claim queries, etc. | » 0860 67 5777 » +27 11 529 2888 when overseas » Fax: +27 011 539 5777 Email: invest_support@discovery.co.za |
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 | Contact us on | Hours |
---|---|---|
For information on the submission and progress of a Discovery Life claim. | » 0860 103 905 » +27 11 529 2888 when overseas » Fax: 011 539 2508 Email: discclaims@discovery.co.za |
08:00 - 17:00 Monday, Tuesday, Thursday 09:00 - 17:00 Wednesday 08:00 - 16:00 Friday |
For help with | Contact us on | Hours |
---|---|---|
For all Life related queries, including information about the innovative benefits we offer, how you can become a policyholder and more. | » 0860 00 54 33 » +27 11 529 2888 when overseas » Fax: 0860 543 339 Email: discoverylifeinfo@discovery.co.za |
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 | Contact us on | Hours |
---|---|---|
For information on the submission and progress of a Discovery Group Life claim. | » 0860 54 33 22 » Fax: 011 539 7388 Email: groupriskclaims@discovery.co.za |
08:30 - 17:00 Monday - Thursday 08:00 - 16:00 Friday |
For help with | Contact us on | Hours |
---|---|---|
All other questions about your cover on Discovery Group Life including changes and additions. | » 0860 0 GROUP (0860 0 47687) » Fax: 011 539 7388 Email: groupinfo@discovery.co.za |
08:30 - 17:00 Monday - Thursday 08:00 - 16:00 Friday |
For help with | Contact us on | Hours |
---|---|---|
All your questions about your Discovery Gap Cover and Discovery Supplementary Gap cover policy. Including personal detail changes or benefit information. | » Telephone: 0860 99 88 77 » Email: gapcover@discovery.co.za |
07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
For queries on your Discovery Gap Cover claims. | » Telephone: 0860 99 88 77 » Email: gapcover@discovery.co.za |
07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
For queries on your Discovery Supplementary Gap Cover claims. | » Telephone: 0860 99 88 77 » Email: sgapclaims@discovery.co.za |
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.
Steps to follow | Contact us on | Hours |
---|---|---|
|
Complaints | 07:00 – 20:00 Monday to Friday 08:00 – 13:00 Saturdays Closed Sundays and public holidays |
|
Complaints | 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 |
Discovery Card followed by a space and your ID number | We will call you to take you through the Card application process |