Appalling Service

I was involved in an accident on the 17th March 2018 with a Discovery Client, (Claim No. ********** ), He had then furnished me with the relevant details and I had submitted my claim on the 26th March 2018 after their clients claim had been registered. I was advised by the call centre agent to send through my relevant documentation to the third party legal department in order for them to process my claim. An assessor was appointed by Net-assess in the same week who had only contacted me to visit for the assessment the first week of April 2018. The assessor further advised me that it should take him 3 days to upload the assessment figures. After a week, the 11th April 2018, I had to follow up with Discovery only to find out that they were in receipt of the assessment figures and never had the courtesy to advise me of same either by mail or sms. I dealt with a consultant by the name of Radichaba Machaba?? A real nightmare… This consultant’s service was appalling. I have never spoken to such an arrogant and disturbed person in my entire career with this mannerism. He showed NO empathy towards what I was going through, he never responded to my mails timeously and when he did respond, it was week later, with a one liner absolutely no context to it. I had visited the Discovery offices a week later to try and have this matter resolved amicably as everything on my end was fine however it seemed as if the 2 departments do not correspond with each other?? The Claims department should be freely discussing and giving the go ahead to the third party department even whilst awaiting information from their client.. This will actually have the third party sorted and out of the way in no time! After a month of the incident I was advised by Themba that he was going to furnish me with feedback on the matter and finalise same.. To date, I have not received a call or a mail advising of the discussion that took place. Promises that were made and not kept are just a lack of knowledge and understanding of exactly how a claim is to be dealt with. Constant communication is required when dealing with either a client or a third party. To date there has been no real answer?? Every time I call the direct line of Radichaba there is no answer (011) ********** .. This is absolutely disgraceful service for such a huge Insurer. I was in direct contact with their client to ensure that he speaks to Discovery in order for them to settle my claim as everything from my side was concluded and they are waiting for their clients claim to be finalised. On the 3rd May 2018, I was in contact with Radichaba who advised me that he unfortunately cannot process anything as the clients claim is still unfinalised?? I requested to kindly advise me of the hold up and he advised that he was not to disclose such however I must just wait. Upon speaking to their client, he advised me that he will try to be in contact with his insurance company as he is unaware of this type of service that they are rendering. He advised me that they were to fetch his vehicle (salvage) and that the salvage contractors were appointed and a week later they still did not pitch?? Much about service there…. To date 23 May 2018, almost 2 months later after submitting my claim to Discovery, they still have not seen me as a potential client! There stalling and delaying tactics is definitely not going to work this time round as I am not just an ordinary third party client. If that is the respect you as an Insurer pay to a man on the street I wonder how much of scrutiny and devious actions actually goes into not paying out any of your clients claims, Makes me really wonder! I would really appreciate it if my claim gets sorted this week still and put aside all your differences and attend to this long outstanding debacle. I have hired a rental vehicle since the 19th March 2018 and to date which is really taxing on my side. Take into account all that a third party has to go through when delaying modes act as beneficial to an Insurer. This is utterly disgusting!

************************************************** A short story of an incident that took place last year.. I was involved in an accident with a Budget Client Sometime last year who drove into the right side of my vehicle. He was remorseful at the time of the incident and furnished me with his insurance details. I was in contact with a company called Telesure who administered the claim. This is exactly how my claim was processed by highly trained professional consultants in both the claims and legal third party department. o Week 1: I submitted my claim against their clients policy, And an assessor was appointed o Week 2: I was called by the consultant and advised that they have received my assessment figures and they will now proceed to have my claim finalised o Week 3: I was given the option to have my vehicle repaired at one of their service providers alternatively I could have the option of cash. They booked my vehicle in for repairs and my vehicle was taken without any difficulty. o THIS IS WHAT YOU CALL SERVICE FROM A THIRD PARTY WORLD!!!!!!!! I CAN ONLY IMAGINE HOW GREAT THEIR CLIENTS ARE TREATED… Not having insurance now had made me realize who to insure with. One of the bigger players in the insurance industry as opposed to a company that makes people believe they are No 1??