DR
Dianthy R
1 reviews | Active since Mar 2016
30 May 2023, 07:58
******** activity
I called in on the 4th May to update my residential address details, I was told my premium was going to increase by R600 and suddenly 2 days later a debit order goes off my account for an amount of R300 odd rand without any authorization
Helpful (0)
Replies (3)0
Replies (3)
Discovery Insure's replyOfficial
30 May 2023, 09:43Good Day Dianthy
Thank you for bringing this to our attention. We truly apologise that the agent omitted to inform you of the pro-rata amount that was due after making amendments to your policy.
We do note that your policy has since been cancelled and that a request has been logged with our finance team to refund the amount of R322.08 to your account. Once processed, the funds will reflect in your account within 72 hours.
Regards
Discovery Insure
Thank you for bringing this to our attention. We truly apologise that the agent omitted to inform you of the pro-rata amount that was due after making amendments to your policy.
We do note that your policy has since been cancelled and that a request has been logged with our finance team to refund the amount of R322.08 to your account. Once processed, the funds will reflect in your account within 72 hours.
Regards
Discovery Insure
Best regards,
Discovery Insure's reply30 May 2023, 09:43
Official
Good Day Dianthy
Thank you for bringing this to our attention. We truly apologise that the agent omitted to inform you of the pro-rata amount that was due after making amendments to your policy.
We do note that your policy has since been cancelled and that a request has been logged with our finance team to refund the amount of R322.08 to your account. Once processed, the funds will reflect in your account within 72 hours.
Regards
Discovery Insure
Thank you for bringing this to our attention. We truly apologise that the agent omitted to inform you of the pro-rata amount that was due after making amendments to your policy.
We do note that your policy has since been cancelled and that a request has been logged with our finance team to refund the amount of R322.08 to your account. Once processed, the funds will reflect in your account within 72 hours.
Regards
Discovery Insure
Best regards,
Discovery Insure's replyOfficial
30 May 2023, 09:45Thank you for making us aware of this matter.
We have escalated this to ensure that your query receives the attention it deserves. Our due apologies for the inconvenience experienced.
Discovery Insure
We have escalated this to ensure that your query receives the attention it deserves. Our due apologies for the inconvenience experienced.
Discovery Insure
Best regards,
Discovery Insure's reply30 May 2023, 09:45
Official
Thank you for making us aware of this matter.
We have escalated this to ensure that your query receives the attention it deserves. Our due apologies for the inconvenience experienced.
Discovery Insure
We have escalated this to ensure that your query receives the attention it deserves. Our due apologies for the inconvenience experienced.
Discovery Insure
Best regards,
DR
Dianthy R's updateReviewer Update
30 May 2023, 10:00I was also informed after the third time I called in to query this that a manager said regardless of whether I was made aware or not I was covered so I will not be refunded. My main issue with this entire saga is that only now after I log a Hello Peter do I get to a resolution. For weeks I have been calling and given the run around. How a manager can say that it doesn't matter whether I was informed or not is beyond me. Refunding me is the bare minimum I expect. What actions are you as a company taking to ensure your staff are properly educated about your policies and procedures?? everyone has a different response to a query. Furthermore you coach your consultants to ask people to log on to Hello Peter and give you good reviews.. having working in Customer Experience it is a concern. By all means ask customers to rate the service but how can you tell them what to rate you?? does that not skew your NPS?
DR
Dianthy R's update30 May 2023, 10:00
Reviewer Update
I was also informed after the third time I called in to query this that a manager said regardless of whether I was made aware or not I was covered so I will not be refunded. My main issue with this entire saga is that only now after I log a Hello Peter do I get to a resolution. For weeks I have been calling and given the run around. How a manager can say that it doesn't matter whether I was informed or not is beyond me. Refunding me is the bare minimum I expect. What actions are you as a company taking to ensure your staff are properly educated about your policies and procedures?? everyone has a different response to a query. Furthermore you coach your consultants to ask people to log on to Hello Peter and give you good reviews.. having working in Customer Experience it is a concern. By all means ask customers to rate the service but how can you tell them what to rate you?? does that not skew your NPS?