DL
Discovery Life
Verified Business
DL
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Discovery Life is facing significant customer experience challenges across most service themes. Customers report frustration with claim repudiations, unexplained premium increases, persistent debits after cancellation, and poor communication during hardship. Bright spots exist where named consultants like Jabulile Nkabinde and Simone Naidoo deliver exceptional support, but these are exceptions against a pattern of administrative breakdowns and procedural rigidity.
TrustIndex
2.8
Ranking
#16
in Life Insurance
NPS Score
-85
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Discovery Life is facing significant customer dissatisfaction across multiple service areas. Policyholders describe denied claims, unexplained premium increases, cancellation difficulties, and unresponsive consultants. While isolated praise exists for individual agents like Jabulile Nkabinde and Simone Naidoo, the dominant narrative reflects systemic communication breakdowns and frustration with claims outcomes after years of premium payments.
The most common complaint about Discovery Life, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Customers report sudden, unexplained premium increases, debits continuing after cancellation, and refund delays stretching months. Many describe feeling deceived after promises of fixed rates were broken, and cancellation processes are obstructed by repeated administrative errors and reinstatement demands.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
This is going to be short. I have been declined a severe illness and terminal illness add on to my life insurance policy. More investigations for my epilepsy before consideration can be taken into account. Must i cut my skull open for you and let you look at my brain. What does my neurologist need to give me to send you??? I need specifics not a letter without any information. I am a discovery client. i have life insurance, medical aid, house and item insurance, banking. I want answers and detailed answers or i am done with your insurance. You are so fast to take money but so *********** to actually provide someone with a severe illness benefit. I did my medicals as requested. ALL IS OK AND THERE IS ABSOLUTELY NOTHING WRONG WITH ME. I want this resolved asap. Regards
1 reviews | Active since Jan 2020
This is going to be short. I have been declined a severe illness and terminal illness add on to my life insurance policy. More investigations for my epilepsy before consideration can be taken into account. Must i cut my skull open for you and let you look at my brain. What does my neurologist need to give me to send you??? I need specifics not a letter without any information. I am a discovery client. i have life insurance, medical aid, house and item insurance, banking. I want answers and detailed answers or i am done with your insurance. You are so fast to take money but so *********** to actually provide someone with a severe illness benefit. I did my medicals as requested. ALL IS OK AND THERE IS ABSOLUTELY NOTHING WRONG WITH ME. I want this resolved asap. Regards
1 reviews | Active since Jan 2020
Disgusting Service received. Claim took 90 days to respond with a no due to Technical Information. I would NOT RECOMMEND this to ANYONE. They deliver false promises and do everything in their Power to not Pay out. My Father is declared Deaf and cannot fulfill his Duties in Meetings and is a Risk on Construction Site. On the day the premium was introduced they ensured cover for ANY DISABILITY and or loss of income. YOU ARE DISGUSTING AND YOUR FINANCIAL ADVISORS ARE OF POOR STANDARD. Don't let them ***** your money!!!!!!!
1 reviews | Active since Jan 2020
Disgusting Service received. Claim took 90 days to respond with a no due to Technical Information. I would NOT RECOMMEND this to ANYONE. They deliver false promises and do everything in their Power to not Pay out. My Father is declared Deaf and cannot fulfill his Duties in Meetings and is a Risk on Construction Site. On the day the premium was introduced they ensured cover for ANY DISABILITY and or loss of income. YOU ARE DISGUSTING AND YOUR FINANCIAL ADVISORS ARE OF POOR STANDARD. Don't let them ***** your money!!!!!!!
1 reviews | Active since Jan 2020
Took out a life policy in 2017 no financial adviser was appointed on this policy had premium increase notification this month called in to the call centre yesterday was informed that I did not receive a discount for being a banking client and also was also informed that my information was incorrect for both my wife and myself with regards to salary,qualification risk factor IE time on the road or the office split was incorrect.Was told a quite will be generated within 24 hours received the new quote today which was about R200 cheaper then on this quote it then stares my premium will increase in the first of June 2026 which is in about 2 weeks by another R300,is this TCF???no advisor on this policy so no advice,Discovery just robbing me...will be cancelling banking,life and medical aid soon...pathetic service !
1 reviews | Active since Jan 2020
Took out a life policy in 2017 no financial adviser was appointed on this policy had premium increase notification this month called in to the call centre yesterday was informed that I did not receive a discount for being a banking client and also was also informed that my information was incorrect for both my wife and myself with regards to salary,qualification risk factor IE time on the road or the office split was incorrect.Was told a quite will be generated within 24 hours received the new quote today which was about R200 cheaper then on this quote it then stares my premium will increase in the first of June 2026 which is in about 2 weeks by another R300,is this TCF???no advisor on this policy so no advice,Discovery just robbing me...will be cancelling banking,life and medical aid soon...pathetic service !
1 reviews | Active since Jan 2020
Good day, I would like to express great disappointment with the service I'm receiving from Discovery live, not only do I have discovery cheque account, but I have Discovery medical aid, Discovery car insurance too. I have made several attempts to update my beneficiary as from inception (when I was taking up the policy) I was told that my child's details can't update. Now I'm being told that I need to sign specimen signature forms whereas this on the initial onboarding call was never mentioned, I was told to update on the Discovery App but even after several attempts this was not done. This is serious disservice to your clients as all could have just been done at inception or someone can just go back to the Initial onboarding call and listen to was said so that we can have this update done. This back and forth is really uncalled for, so kindly advise if the beneficiary update can be done or if we should just part ways? Regards Nyiko Shipalana 0670957080
1 reviews | Active since Jan 2020
Good day, I would like to express great disappointment with the service I'm receiving from Discovery live, not only do I have discovery cheque account, but I have Discovery medical aid, Discovery car insurance too. I have made several attempts to update my beneficiary as from inception (when I was taking up the policy) I was told that my child's details can't update. Now I'm being told that I need to sign specimen signature forms whereas this on the initial onboarding call was never mentioned, I was told to update on the Discovery App but even after several attempts this was not done. This is serious disservice to your clients as all could have just been done at inception or someone can just go back to the Initial onboarding call and listen to was said so that we can have this update done. This back and forth is really uncalled for, so kindly advise if the beneficiary update can be done or if we should just part ways? Regards Nyiko Shipalana 0670957080
1 reviews | Active since Jan 2020
After 10+ years of not having insurance, I decided to compare companies and found Discovery to be competitive as I had taken out a health plan with them earlier in the year and received a nice discount on the premiums. I did the application 24th April and advised the consultant that I wanted to start on 1 June 2026 as I want to close off a few things and ensure no blood tests etc. would be needed or create any issues with the premium/acceptance of policy. TODAY, I decided to check my Discovery account to see if a transfer I had done over the weekend had cleared and to my surprise I see a double debit go off my account and was returned, with fees attached. It is not my primary bank account. I received an onboarding email which, when I opened, showed the interview questions and that I was accepted and the policy marketing document. I am still reading through to see when I will be asked to go for blood tests, but clearly I was not informed of the fact that they will approve the policy with out blood test and that the debit order will be immediate. I am not happy with this entire onboarding. I had such excellent service from Discovery Health and Discovery Vitality thus far and they understood my instructions and I have had no hassles obtaining information and setting up my Health and downgrading my Vitality Plan. If the start is this shaky, I shudder to think what the claims process will be like.
1 reviews | Active since Jan 2020
After 10+ years of not having insurance, I decided to compare companies and found Discovery to be competitive as I had taken out a health plan with them earlier in the year and received a nice discount on the premiums. I did the application 24th April and advised the consultant that I wanted to start on 1 June 2026 as I want to close off a few things and ensure no blood tests etc. would be needed or create any issues with the premium/acceptance of policy. TODAY, I decided to check my Discovery account to see if a transfer I had done over the weekend had cleared and to my surprise I see a double debit go off my account and was returned, with fees attached. It is not my primary bank account. I received an onboarding email which, when I opened, showed the interview questions and that I was accepted and the policy marketing document. I am still reading through to see when I will be asked to go for blood tests, but clearly I was not informed of the fact that they will approve the policy with out blood test and that the debit order will be immediate. I am not happy with this entire onboarding. I had such excellent service from Discovery Health and Discovery Vitality thus far and they understood my instructions and I have had no hassles obtaining information and setting up my Health and downgrading my Vitality Plan. If the start is this shaky, I shudder to think what the claims process will be like.
1 reviews | Active since Jan 2020
Am not finding joy in Discovery, I escalated this on this platform on the 9th of March after I sent numerous emails ,problem was solved partially, they I was told it's with forensic and I've been doing follow up with no direction ,I am waiting for my refund bethuna.
1 reviews | Active since Jan 2020
Am not finding joy in Discovery, I escalated this on this platform on the 9th of March after I sent numerous emails ,problem was solved partially, they I was told it's with forensic and I've been doing follow up with no direction ,I am waiting for my refund bethuna.
1 reviews | Active since Jan 2020
I received a letter saying my policy has lapsed. We spent numerous times asking Discovery Agents to switch my dabit order from my husband's FNB account to Capitec account. The debit order switching was confirmed!! If that is a problem then load the debit order onto my Capitec Account and reinstate my life policy with premium being deducted on 29 April. The service received from this company is absolutely disgusting. I cannot spend hours on a phone with people saying the debit order switch was done then it's not. Reinstate my policy with immediate effect. And if you want to speak to me on the phone you contact me at 16.50
1 reviews | Active since Jan 2020
I received a letter saying my policy has lapsed. We spent numerous times asking Discovery Agents to switch my dabit order from my husband's FNB account to Capitec account. The debit order switching was confirmed!! If that is a problem then load the debit order onto my Capitec Account and reinstate my life policy with premium being deducted on 29 April. The service received from this company is absolutely disgusting. I cannot spend hours on a phone with people saying the debit order switch was done then it's not. Reinstate my policy with immediate effect. And if you want to speak to me on the phone you contact me at 16.50
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
Discovery Life has a TrustIndex of 2.8 out of 10 on Hellopeter, based on 96 reviews in the last 12 months. Hellopeter has tracked Discovery Life across 1,347 total reviews. How is the TrustIndex calculated? →