3rd Party Claims NIGHTMARE!

A client of yours drove into the back of my vehicle on the 7th of November 2022. I submitted a claim to your third party office on the 9th of November with all the necessary documentation. I was assigned Nonkululeko as my advisor on the 10th of November. I had my car assessed, at NetAssess, on the morning of the 11th of November. I contacted Nonkululeko via email on the 14th of December, to ensure that she had received all the necessary documentation from the assessors, needless to say I had no response. I followed this email up with multiple phone calls to the 3rd party claims office as well as emails to Nonkululeko (none of which I got a response to). On the 29th of November, I put my foot down and spent most of the day on the phone, being passed from person to person, until I insisted that Nonkululeko's superior contacted me. Vekasgh was just as difficult to contact as Nonkululeko however, he did eventually return my call at the end of the day. At this point I had been sitting with a damaged car for over 3 weeks with absolutely no correspondence from Discovery Insure's Third Party Claims office, not even so much as a settlement offer. After speaking to Vekasgh I immediately got a settlement offer (why this couldn't have been done on the numerous occasions when speaking to the office blows my mind) which I filled in, signed and sent the necessary documentation back to them.

My interaction with Discovery, believe it or not, goes from bad to worse! On the settlement forms I stated that I would be paid within 10-15 working days. That meant that I was expecting payment by the 21st of December the absolute latest (however seeing as I bank with Discovery I was somewhat expecting some form of professionalism and was hoping that have payment within a reasonable 12 working days. Expecting the allowance of the 3 additional working days for reflection into the account of someone who did not bank with Discovery). The 21st of December (15 working days later) came and went with no payment from Discovery! I phoned the 3rd party claims office AGAIN and was told that payment would be made that night, again nothing. I phoned again the next day and was eventually paid the day after. When my interaction with Discovery Insure was complete I was phoned by a sales agent to offer me insurance. Considering that I basically had to continuously follow up and beg Discovery to pay me for an accident that was not my fault I would not consider insuring with Discovery for love or money.

Surely as a third party claims office you would want to try your utmost best to make the transaction as smooth as possible to eventually convince the person that your insurance company is seamless and a pleasure to deal with? In addition I email Discovery'd complaint department, with no response/apology I can only assume that Discovery do not care about their clients (of which I am a banking, health insurance and Vitality client). The fact that I had to beg for a settlement offer and eventually a payment makes me wonder if they are even financially secure enough as a company to make these payments or if they are so money hungry that they're hoping that you'll give in and pay for the repairs yourself just so that you don't have the displeasure of having to deal with this company. I am severely disappointed by the service received from Discovery (not just the 3rd party claims office). I was pleasant in all my interactions with your staff right to the end however I do not feel like any person, client or not, should have to BEG to be paid when money is owed to them. You should be disgusted with how you handle your business and the lack or apology or remorse shown by your company!