On Monday evening the President announced wide-reaching and deliberate measures to ensure that South Africa is well-positioned to manage the COVID-19 pandemic. The steps announced are critical to flatten the curve and reflect global best practice in how we, as a nation, address the challenge.

During the 21-day nationwide lockdown, certain services which are classified as ‘essential’, will be permitted to continue operating within set protocols. As Discovery’s core businesses and operations have been classified as such, we will continue to operate as per usual within the current protocol.

COVID-19 is a test of our purpose and we have a rare and unique opportunity to make a real impact and difference to our clients and South Africa as a whole at this time. We are completely committed to this. As of today, we have already moved more than 5 000 people to work from home and this will increase to over 8 000 by the end of the week. As a business, Discovery is both committed to the principles and need for a lockdown but without compromising the service we offer to you and your clients in any way. We understand that our products are central to our clients’ lives in the current environment, particularly their financial and physical wellbeing.

The steps we’ve taken to date enable Discovery to operate fully and continue to deliver the service that our clients, financial advisers and other partners require and expect from us, without compromise. In every area we remain fully available – with extended hours in many instances – and we expect no material disruptions.

To help you manage the impact of COVID-19 better, we’ve created a COVID-19 Business Support page on the Financial Adviser Zone (FAZ). On this page, you can get up-to-date information in a streamlined and easily accessible way.

Services which will be impacted during the COVID-19 lockdown

There are a limited number of services which will not be available during this period:

Business unit Servicing item
Discovery Life In certain instances where a face-to-face medical is required, there may be a delay due to nurses not being available to perform these medicals during the lockdown period and the potential health risk for both nurses and clients. Due to this we’ve enhanced our processes. Read more.
Discovery Health As postal services and delivery services are not fully operational, new business packs, member card deliveries and paper claim collections will be delayed. Claims should be submitted digitally as far as possible to ensure timeous processing.
Discovery Insure Vehicle assessments, building assessments during claims for commercial insurance, as well as onsite assessments will be delayed. Tiger Wheel and Tyre Multi Point Checks, C-track and sensor installations will also be impacted. Please see a list of services that will be affected here.
Vitality Due to the nationwide lockdown, Vitality Health Checks at Discovery Stores and partners, as well as gyms, will be impacted. Members should visit discovery.co.za to learn more about the ways Vitality is supporting clients to stay healthy during this period, including adjustments to the programme to accommodate the lockdown.
Bank The Discovery Bank Client Centre will be closed until further notice. However, we will continue to deliver new and replacement cards.

If you need to reach us, our call centres remain open and available to assist you with any queries. While we are working hard to minimise the impact of the lockdown and work-from-home measures on our service levels, we do ask for your understanding should we not be able to maintain our service levels from time-to-time.

As a reminder, many of the services your clients may need are also available on the Discovery website and app, including how to check and submit claims for medical aid, life insurance and motor and home insurance, finding healthcare professionals and other partners, doing virtual consultations, managing personal details and downloading essential documents.

In line with best practice on social distancing, we’d like to remind you that all walk-in-service client centres and Discovery Stores were closed over a week ago, and these will remain closed during the lockdown. We will communicate when these will re-open as the situation evolves.

Please continue to check the Discovery website for any updates and educational content regarding COVID-19

We trust that you and your family will stay healthy during this time