Absolute worst after care and claims process by the Discovery Insure Call Centre

Good day,

I trust that you are well?

Following my previous complaint lodged on the 28th of June 2017, I have received the WORST service possible from the Customer Call Centre staff, both from a policy amendment point of view and a claims point of view.

Herewith a summary of my experience:

1. On the date of my previous incident and the re-instatement of my policy (28 June 2017), my policy details which were confirmed more than once between my original date of contact in March up to today (29/8/2017) were incorrectly rolled forward. So much so that: - The actual policy type was not the same as originally agreed; - The car rental for 30 days option was omitted from the previously confirmed policy; - The excess due to car claims were re-instated, which was specifically removed on all the previous policy amendment schedules shared; - Itemised item for my iphone 6S was omitted; - The policy was changed not not be for Business use BUT to personal use - which I explicitly requested to be added to my policy previously.

2. I have called the call centre nr ********** numerous times to bring the above errors to the attention of the agent tending to my call, to my shock, none of the requests were logged or noted in the notes of my policy profile, and even when I was promised on Friday 25 August 2017 by yet another agent that their supervisor/ line manager would contact me in this regard, I have received no feedback. I have subsequently called on 26, 28, and 29 August, where I was placed on hold for more than 40 mins at a time, just to be told, no notes were made and a supervisor would be in contact.

3. I find it truly frustrating that none of the agents that I spoke to made any notes, referred my case to any line manager or offered to call me back whilst they were aware that I was calling on a cell phone line, and made me hold on for long periods of time, and putting me through from the one department to the next without resolving my query to update and correct my policy as it was before the incendent on the 28th of June 2017.

This is serious neglect from the call centre agent and line manager's side.

4. I have had to lodge a small claim against my car early August and the agent: ********** was assigned to my case. I made her aware of the errors on my policy on the 14th of August, and have not received one phone call or email confirming that the matter is being tended too.

My request: 1. Please correct/ re-instate my policy as it was. The car rental matter has been addressed subsequently. But the excess amount payable has not been rectified to date.

2. Pull my call centre call records for each day that I have called in and review the time that I was placed on hold. I would like to be refunded for this time spent on my own account for attempting to rectify a staff negligence error.

3. Instate a disciplinary process for the individual who made the original mistake and the individuals whom I have dealt with between 1 August to date to rectify this. As none of them did what they said they would, no notes were made, no escalations were done, and no supervisor or line manager call was ever received.

I trust that I will receive a personal call to rectify this matter within the next 24 to 48 hours, as I am really fed up with the service supp****.

Yvette