Contact Discovery

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.

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/

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:

1. 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
2. Discovery Insure Claims on:
   Telephone: 0860 751 751
   Email: insureclaims@discovery.co.za
3. Discovery Insure complaints on:
   Email: insurecomplaints@discovery.co.za
4. Discovery Insure Compliance Officer on:
   Telephone: 011 529 2980
   Email: compliance@discovery.co.za
5. 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
6. 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
7. 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

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:

1. 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.
2. 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
3. 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

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 15 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:

1. 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.
2. 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
3. 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