Discovery Life Claim Declined – Serious Concerns Around Policy Disclosure and Client Care

For some time now, I chose to accept the outcome of my experience with Discovery Life and not pursue the matter further. However, I feel it is important to now share my experience so that others are fully aware of potential gaps in communication and client care.

My late husband moved his insurance portfolio to Discovery Life following advice from a Discovery broker, a broker who pursued him, he did not initiate the request. We had maintained continuous life insurance cover throughout our 18-year marriage. Based on the broker’s recommendation, he trusted that the cover provided would meet his needs.

Tragically, 18 months after the policy commenced, my husband passed away. The life insurance claim was declined due to a 24-month suicide exclusion clause. However, to the best of my knowledge, this exclusion was never clearly explained to him at the time of taking out the policy. He believed he was fully covered, particularly given his prior insurance history. My husband was meticulous with his financial planning, investing and insurance.

There are several factors that I believe raise important concerns: • Full disclosure was made at application, including a family history of suicide, prior use of antidepressants, and psychological counselling • The policy was approved by Discovery Life’s underwriting team with this information available • Premiums were consistently paid, including a premium deducted after my husband’s passing, which I was advised would be refunded to the estate, but was never received I did attempt to escalate the matter through the Ombudsman, but the outcome did not, in my view, fully consider the broader context of the case.

While I understand that policies and exclusions form part of insurance contracts, I believe clients should be clearly and explicitly informed of critical exclusions—particularly those that could completely invalidate a claim under foreseeable circumstances and is clearly applicable to a client.

Beyond the financial impact, the experience of dealing with the claim process was deeply distressing. During an already traumatic time, I did not feel supported or treated with empathy but rather experienced the process as impersonal and purely procedural.

This experience has had long-term emotional and financial consequences for my family.

I am sharing this not to dispute policy terms, but to highlight what I believe are serious concerns around communication, transparency, and client care. I hope that by raising this, greater attention can be given to how clients are advised and supported, particularly in vulnerable circumstances.

Based on my experience, I would urge others to ensure they fully understand all policy exclusions before committing, and to carefully consider the advice they are given.