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Justine I

1 reviews | Active since Feb 2021

12 Nov 2025, 11:50

A Year of Lies, Contradictory Reports & Zero Accountability : Avoid Discovery Insure

It has been over a year since my claim and I still do not have a usable car. Discovery Insure has shown nothing but dishonesty, contradiction, and incompetence. Their appointed service providers caused more damage than the original incident, submitted false and conflicting reports, and Discovery continues to protect them instead of the client.

The first assessment blamed my tyres and rims, and Discovery even offered to pay me out to close the claim. When I refused and insisted on a proper inspection, a later review revealed that the steering rack was actually broken, proving how inaccurate the original assessment was. Discovery’s appointed “experts” later contradicted themselves again, claiming my shocks were fine, even though earlier reports confirmed they were leaking and no shock test was ever carried out, despite Discovery’s manager, Tshepang, falsely claiming that it had been done. They also admitted to damaged rims, a broken key, missing locknuts, and using an entire tank of my fuel, yet I was never reimbursed.

My car was returned scratched, with splashes of paint, disabled Auto Hold and Bluemotion functions, and still makes suspension noises far worse than before. Discovery refuses to give me the full expert report or take accountability. Manager Tshepang Megale promised to “treat this as if it were his own car” that was a lie. A year later, I am still paying insurance for a vehicle Discovery refuse to fix. Discovery Insure’s conduct is *********, *********, and disgraceful. They lie, delay, and protect their service providers. Avoid them at all costs.

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Replies (4)
Discovery Insure
Discovery Insure's reply12 Nov 2025, 12:07
Official
Hi Justine

Thank you for bringing this to our attention. We are truly sorry for the distress and inconvenience you have experienced. What you’ve described is not the level of service we strive to provide, and we understand how frustrating and unacceptable this situation feels, especially given the length of time without a usable vehicle.

We have referred your query to our claims team to urgently review the full history of your claim, including the reports, repairs, and the issues raised around assessments and communication.

We appreciate your patience and the detailed information you have shared. We are committed to resolving this and will do our best to assist.

Regards
Discovery Insure
JI
Justine I's update12 Nov 2025, 12:45
Reviewer Update
Thank you for reply, i do hope that you will provide actual feedback, A reply that avoids the question or provides an unsubstantiated statement cannot reasonably be considered “addressing the issue.”
For example:

Discovery previously confirmed in an email dated 12 August 2025 that “they were awaiting for the shock test company to complete their tests and would report accordingly.” It has since come to light that no such shock test ever took place. also, Discovery also claimed that “Mechanical Experts confirmed all four shock absorbers are in order.” This is untrue once again! I was present for that assessment. All that was done was a visual inspection of the paintwork, a sticker check, and a test drive. The expert himself confirmed that in his earlier report the official shocks tested were not done and therefore Bosch was re-appointed to test them. That test never happened and I had to find this out myself and discovery did not state that the Test was not done .This reinforces why I have repeatedly requested the actual written reports rather than being told contradictory information.
On the paintwork, Discovery has said it was pre-existing, Then when I showed photographic evidence taken by discovery insure that the new damage was not previously on my car, the Mechanical Expert himself acknowledged this and indicated he would note it in his report. Yet Discovery has remained completely silent on this issue.
With respect to the brakes, I have already explained there is no such thing as brakes “put on the wrong way.” If Discovery’s service providers tampered with my brakes, that is a safety issue for which they must be accountable,Further to your service providers damaged my car rims and admitted to it, why should I be fixing rims that their service provider damaged.
Discovery’s own Mechanical Expert could not explain how three tyres could be affected by a pothole but one left untouched and even stated that logically it would either be two or four. He suggested I wait for Discovery’s feedback. That feedback never came.
The suspension noise reported by Bosch has not been addressed. Neither has the fact that my BlueMotion and Auto Hold functions were switched off and not restored. It as also come to light the no suspension test was done rather was just a viewing and observation of the suspension.
Flanagan’s conduct remains unaddressed: the locknut issue, the broken key casing, the excessive fuel consumption, and their admitted lies about test-driving my car. Discovery continues to debit me premiums but does not reimburse me for costs arising directly from the misconduct of its appointed providers.
On top of this, I have still not received proof that the original VW locknuts were replaced, reimbur*****t for fuel costs, or any clear answer as to why Discovery suddenly claims it “cannot share” Mechanical Expert reports when in the past it has freely shared full reports with me from VW, Bosch, and Natal Power Steering. Discovery cannot simply invent a “new rule” for this case alone. please let me know if you need any information as i have all of the above in emails from discovery. I documented the entire process and all the statement mentioned above i do have in emails from discovery including the contradiction of reports and the dishonesty.
Discovery Insure
Discovery Insure's reply17 Nov 2025, 18:08
Official
Hi Justine

Thank you for sharing your concerns with us.

We understand how frustrating this experience has been, and we truly appreciate your patience throughout the process.

Our Claims Management team has advised that, in the interest of fairness, an independent Mechanical Expert was appointed. Their recommendation was to address the throttle body first before any further tests could be completed. Should these subsequent tests confirm any workmanship-related issues, we will take the necessary corrective steps. However, based on VW’s assessment, the throttle repair is unrelated to the incident. VW has no incentive to falsify this information and doing so would expose them to significant risk.

After further engagement with the Claims Management team—who have dedicated considerable time to resolving this matter—the following options remain available to you:
• Submit reports that contradict the current findings through the official dispute process.
• Escalate the matter to the Ombudsman for an independent review.

Details for our disputes channel as well as the Ombuds were previously shared with you.

Regards
Discovery Insure
JI
Justine I's update21 Nov 2025, 14:59
Reviewer Update
Thank you for your response, but you still have not addressed the issues I raised.

In your reply, Discovery focused on the throttle body yet that was not even part of my complaint above. This alone shows that Discovery is responding to things I did not raise, while avoiding the serious concerns I did raise.

For transparency to the public, here are the facts:

• The throttle body failure happened while my car was in Discovery’s service provider’s possession for months not while I was driving it.

• Discovery service providers first claimed they “never drove the car,” but their own emails confirm they used half a tank of fuel driving it extensively.

• Discovery initially sent me a snipped portion of the VW report to claim the throttle was the only issue. I then obtained the full VW report directly which also flagged steering rack errors that Discovery omitted.

• Discovery told me in writing that a shock test had been done, but Bosch confirmed no shock test ever took place. Discovery still has not explained this contradiction.

• Two Discovery-appointed service providers gave conflicting reports on the shocks — one saying they were leaking, the other saying they were fine, and Discovery has not explained why one report is ignored.

• Discovery still has not answered why my car now has:

– New scratches

– Paint damage

– A sticker placed on the body (for reasons I still do not know)

– Disabled Auto Hold and BlueMotion

– Suspension noise worse than before

– Rims with paint bubbles

– A broken key casing

– Missing VW locknuts

All of this happened while in Discovery’s custody, not mine.

Discovery keeps saying they have “addressed” my issues, but not once have they provided:

– A shock test report

– A steering rack report

– A suspension report

– Proof of locknut replacement

– Reimbur*****t for the fuel their provider used

– A report explaining how 3 tyres were affected, but not the 4th

– A report explaining how the bumper was unaffected despite the severity of the impact

– Any explanation for the new damage caused while my car was in their care

– Any explanation for why the full Mechanical Expert report cannot be shared, despite Discovery previously sending me full reports from VW, Bosch, and another Discovery-appointed provider

Instead, Discovery continues to shift the responsibility back to me and refuses to answer these basic questions.

After more than a year, my car is still not properly repaired.

Discovery continues to debit my premiums, yet I cannot use my car.

And I am repeatedly told to go to the Ombudsman instead of Discovery answering the documented contradictions in their own reports.

If Discovery wants transparency, I am fully prepared to publish the email trail showing:

– Contradictory statements

– False confirmations

– Denied promises

– **** or incomplete “tests”

– Missing or withheld reports

– And the consistently dishonest handling of this claim

I have all of this in writing.

This is not a complex matter.. it is a matter of accountability.