1 reviews | Active since Mar 2017
Amateur Customer Claims Service
<p>I logged a claim on the 10 Apr 2017 and sent through my case number. My Polo Vivo lock was broken and my standard radio ******. I called Barons myself for a quotation to fix and replace. I sent the quotation to Discovery insure on the 11 April 2017.</p> <p> </p> <p>I followed up on the 12 April 2017 as I had not received a response at all. I also sent photos of the vehicle. I received a response confirming that the documentation was received. They followed up with:</p> <p> </p> <p>"Good day Sir,</p> <p>I have relieved your quote. I have also checked your policy and noted that you do not have cover for your radio. We will only be covering the locks that were damaged. I will advise once the claim has been finalised."</p> <p> </p> <p>I aregued the point that it was a standard radio. Not after market. It came with the vehicle. Why is it not covered. </p> <p> </p> <p>I then followed up on the 18 April as I had no response to my email. Dicovery insure then requested my Hire Purchase agreement. </p> <p> </p> <p>I informed them I paid cash. I then followed up again on the 20 April 2017. To which they responded:</p> <p> </p> <p>"I will follow up with the dealerships regarding the radio. Once I have some information I will provide you with feedback. "</p> <p> </p> <p>On the 21st they requested a copy of the purchase agreement. I sent through emails I signed placing the order for my vehicle stating it is a 2012 Polo Vivo Trendline. I got email confirmation from Barons showing my vehicle on their system as well as confirmation from them that it came standard with a radio fitted.</p> <p> </p> <p>On the 24 April I receieved an email from a different claims agent asking for my purchase agreement. Back to square one and going around in circles. They clearly dont communicate.</p> <p> </p> <p>I explained the again, I paid cash, had proof of my email order instruction and emails from Barons. </p> <p> </p> <p>I follwed up again on the 26 April and got a response on the 27 April:</p> <p> </p> <p>"Please be advised that I have spoken to management regarding your claim and they have advised that we would need to book your vehicle for an assessment."</p> <p> </p> <p>Two and a half weeks later and only now are they asking me to bring the vehicle in for assessment. I phoned and agent and they booked the vehicle in. An hour or so later another agent phoned me asking if they can book my car for an assessment, I explained I already had, she indicated it was not on the system.</p> <p> </p> <p>I phoned again and explain my frustration and asked to speak to a manager, they put me on hold, the music died and I was cut off.</p> <p> </p> <p>Discovery Insure is a ZERO for service as it stands and has a long way to go. They may have offered me a better rate, but at the cost of quality service.</p> <p> </p>
We apologize for the inconvenience and disappointment that you experienced in dealing with us recently.
We assure you that your concerns have been escalated to claim management to look into your concerns and assist resolve the issues raised.
Regards,
Sakhe
Discovery Insure
We apologize for the inconvenience and disappointment that you experienced in dealing with us recently.
We assure you that your concerns have been escalated to claim management to look into your concerns and assist resolve the issues raised.
Regards,
Sakhe
Discovery Insure
Discovery approved replacement of locks and radio but want to charge excess of R3800. The radio alone is not worth that.
I have requested update to the claim for only the locks in order to reduce my excess to R500. I can then use the remaining R3300 i would have paid to get a far superior radio or even simply close up the hole in the dashboard.
I requested this change to my claim last week 3/4 May. I emailed and then called to confirm that my change was logged.
I followed up with a call on the 5th. They said the change was submitted and that is should take only 48 hours to get approved. Still waiting.
I emailed this week on the 9th May to follow up, no response.
I called on the 10th and was told they will contact the agent responsible for my claim.
I then followed up with another email, still no response.
If there was a zero star rating Discovert Insure would be a ZERO for sure. Their service is simply unacceptable.
Do not use them. EVER.
Discovery approved replacement of locks and radio but want to charge excess of R3800. The radio alone is not worth that.
I have requested update to the claim for only the locks in order to reduce my excess to R500. I can then use the remaining R3300 i would have paid to get a far superior radio or even simply close up the hole in the dashboard.
I requested this change to my claim last week 3/4 May. I emailed and then called to confirm that my change was logged.
I followed up with a call on the 5th. They said the change was submitted and that is should take only 48 hours to get approved. Still waiting.
I emailed this week on the 9th May to follow up, no response.
I called on the 10th and was told they will contact the agent responsible for my claim.
I then followed up with another email, still no response.
If there was a zero star rating Discovert Insure would be a ZERO for sure. Their service is simply unacceptable.
Do not use them. EVER.