Appalling Service

<p>I was involved in an accident on the 14th of April 2015. I contacted Discovery insure straight after the accident. My car was towed to an area suggested by Discovery. My claim was registered the next morning.</p> <p> <br />The communication and service thereafter was horrific. My car was taken to Nenew It Randburg for repairs. This was done without my knowledge and I specifically asked for the repairs to be carried out at Renew It Sandton.</p> <p> <br />The report from the assessor said that the car could be repaired but it will be better for the car to be written off so that I would not be inconvenienced and have to wait for parts, etc.</p> <p> <br />But then they decided to hand the matter over to a claims specialist on the 3rd of May (two weeks after the accident). Should this not have been done before a claim is even entertained, if there were concerns about whether I supp**** the correct information? Upon investigation, Discovery found that the consultant made an error and captured the wrong information.</p> <p> <br />This process has been extremely long and stressful. And I was concerned that my claim would be rejected. To date, I did not receive a single phone call from anyone at Discovery, besides the claims specialist (Carel). I was happy to deal with him as he kept in touch with me and was very pleasant. I just don’t know why Discovery just didn’t listen to the telephone calls before they entertained my claim. The report was only finalised in the third week of May.</p> <p> <br />Since the accident, two of my car instalments were debited. Discovery was late in asking my Finance for a settlement letter</p> <p> </p> <p>I spoke to Jathin Mathura on the 11th of May and expressed my dissatisfaction with the service. My immediate concern was that the car rental was going to expire soon and he said that he would look into the entire matter and also get back to me regarding my complaint and also extending the car rental. I did not hear from him since my telephone conversation on the 11th May. I tried to call him many times and left messages. I sent him numerous emails. He did not call me back or respond to any of my emails.</p> <p> <br />I called Discovery on the morning of the 19th of May and I was on the phone for 45 minutes and I wanted to speak to Jathin. I could not get hold of him and sent another email for him to call me. He has still not contacted me.</p> <p><br />I finally received a claim settlement breakdown in afternoon of the 19th of May. I did not agree to this and I called in yet again on the 22nd of May and spoke to Minogue. I had to explain the entire matter to her and expressed my dissatisfaction of the service levels once again. Yet again, the most immediate concern is that the car rental has still not been extended and Avis has been calling me. She said that she would look into the matter and get back me.</p> <p><br />I called in again this morning (23 May 2017). My car rental has still not been extended. And I await communication from management yet again.</p> <p><br />I am extremely disappointed with the manner in which this claim has been handled. The total lack of communication from staff and management. The stress and inconvenience that this matter has caused is simply unacceptable.</p> <p><br />I would like to track down my car and have it repaired. I will await a response from Discovery Insure and how they intend to resolve this matter.</p>