Discovery Life

For Discovery Life product related and general queries

Contact Information

Call centre number0860 00 54 33
Fax0860 543 339
E-maildiscoverylifeinfo@discovery.co.za

International callers can dial +27 11 529 2888 and speak to our switchboard who will direct your call accordingly.

Call Centre hours

Monday to Thursday7:30am to 17:00pm
Friday8:00am to 16:00pm

For Discovery Life Claims queries

Contact Information

Call centre number0860 103 905
Fax011 539 2508
E-maildiscclaims@discovery.co.za

International callers can dial +27 11 529 2888 and speak to our switchboard who will direct your call accordingly.

Call Centre hours

Monday, Tuesday and Thursday8:00am to 17:00pm
Wednesday9:00am to 17:00pm
Friday8:00am to 16:00pm
 

Complaints

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:

  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