16 Nov 2018: Various unresolved issues since policy inception in June 2018

I have joined Discovery Insure in June 2018. Here is a list of my difficulties encountered with the insurer: 1. My first debit order went off successfully on 3 June 2018. When registering a claim at the end of October 2018, I was advised that my debit orders have not been processed successfully ever since the initial debit order of June 2018. Thus, my policy was in arrears by 4 months. There has to be an error on Discovery Insure's end, as the initial payment was successful, while subsequent ones were not honored. I wanted to pay the arrears via an EFT, but was told that direct payments are not possible and that payments had to be collected via a debit order, and I had to speak to Standard Bank to check if the error was from the bank. I have spoken to my bank twice, and was told that there was no error from their side. After a long hassle, I was advised by Discovery Insure that my claim of October 2018 will be paid, and the funds owed by me would be deducted from the claim settlement. The payment was not made in the 72 hours allocated for the refund. In fact, it has still not been paid to me. 2. I have noticed that my Vitality Drive fuel rewards have not been refunded since inception of the policy. Ever since querying this, I have been advised that the finance department is checking on the error, and that has been the status for the last 6 weeks, with no feedback. 3. I have completed an Online Driver Assessment (worth 50 points) and a week's worth of Eye Gym (worth 150 points), and when querying when the points will be allocated, I was requested to send screen shots of the completion of these activities. Upon sending the requested proof, I was advised that there is no record of me completing these activities, and therefore no points allocated, even after sending screenshots of completion... 4. When accessing my Insure profile on the Discovery website and on my Discovery App, I have been unable to to view the "Vitality Drive Dashboard", claims section and all of the other available tabs that is supposed to display details of my policy since inception of the policy in June 2018. I have requested this, with screenshot proofs, to be corrected on numerous occasions, and nothing has been corrected since June 2018.

Although Discovery Insure has tried to help on many occasions, none of the issues have been resolved. I am unsure whether or not there is capability in the systems, finance or any other department to resolve the above problems. I can't view any details of my policy on any digital platform, I can't pay for my insurance, and I do not benefit financially from driving well at all.

This insurance is such a giant leap ahead, but their systems are just not allowing their customers to enjoy all the perceived benefits.