Withdrawal Disquiet

I just want to share my ordeal with a withdrawal that I requested with Discovery for an offs**** policy I took with them over 5 years ago that matured in December 2025.

01/12/2025 I send them an email requesting a withdrawal, I then receive an automated email response from them - an acknowledgement of receipt

02/12/2025 I receive an email from them with a quotation attached and some forms to fill in, I then then print all these, sign scan and email back to them the same day. I receive an automated email in acknowledgement almost immediately

24/12/2025 I call them to follow up on my withdrawal, I am told that I never responded to the email they sent me on 02/12/2025, surprised I ask the gentleman to stay on the line while I resend the email until he confirms receipt, he finally acknowledges after a few attempts on my side. I then receive another email from them requesting I complete a few details I left out on the withdrawal form (business details - the policy is in my personal so "n/a" and I must complete the ****en name section even though I am a man) and now they also want a certified copy of my proof of address even though that has not changed as per policy document. Alas, I complete, scan and email them back, I then receive the infamous automated email.

29/12/2025 I send them an email to follow up, they then respond telling me that under occupation I only filled out "self employed" but left out the name of the business, I print, complete, scan and email them and the automated email comes.

30/12/2025 I finally get an email from them without having to poke, its feedback - compliance approval was granted and the claim was processed etc.

15/01/2026 around 09h15 I receive a phone call from them, they ask me a few "security questions" and now my withdrawal is being forwarded to "payments" in 2 - 3 working days I should receive "proof of payment"

20/01/2026 I send them an email at 13h08 following up, I receive their trusted automated email and no further response

A process started on the first (1st) of December 2025 and today 21 January 2026 my withdrawal has not been paid yet, I find it quite interesting and not the least entertaining, maybe the word SWIFT is never to be found on their vocabulary.