Appalling service

My husband’s Discovery Insure debit order was returned unpaid on 0101/2024. My husband’s account was subsequently debited with the Discovery Insure debit order on. 15/01/2024. I personally transferred the amount of R5 510 .00 to his bank account. On the morning of 16/01/2024 he received SMS payment confirmation from the Bank that the debit order was successfully paid. Considering the importance of the debit order, my husband placed a call to the Bank, who again confirmed that the debit order had been paid.

On 2024/01/17 he received an SMS from the Bank, which indicated that the debit order was unpaid…for reasons unknown to us His claims consultant, Adele, contacted him to advise him of same, stating that his cover had thus been suspended. She thus requested for a letter from the Bank, around the issue with the debit order, as if his word was not good enough… after he explained to her what had transpired. We have been sent from pillar to post, over the past few days, trying to resolve this issue, with the Bank and to obtain the aforementioned call recording.

The issue with the debit order payment is an issue on its own. This cannot be commensurate with the matter at hand, as he was covered, at the time when the claim was lodged. This was an unplanned life event, for which one has no guarantees. One cannot know when one can be burgled or fall victim to crime, considering the crime endemic in South Africa, and not to mention, an almost total collapse of the ******** justice system, which offers no recourse to victims. Disappointingly his case was closed, without the police investigating officer engaging with him or having done a task as minuscule, as the ‘finger prints’ which we requested to be done.

Adele requested for a police report and a report from our security company. This too was a daunting task as we tried for days, to get hold of the SAPS investigating officer, with several telephone calls and trips to the police station… but no avail. We eventually abandoned this pursuit. We obtained the report from our security company, a few days later, also after having been sent from pillar to post.

The past 2 weeks has been a nightmare and still is…resultant from ALL the issues with this insurance claim.

Adele has confirmed that our claim had since been closed! This is totally unacceptable! The problem with insurance is that they always look for a loophole, as to why NOT to pay on which they choose to hang the fate of a customer’s financial loss. I am of the view that our claim is wrongfully hindered and that we are being inconvenienced, due to Discovery’s delay in processing our claim and searching for reasons, NOT to pay our claim. All of this, whilst my family is still exposed and at risk, as the welder we acquired, just welded the security gate, in order for it to be locked, in the interim, until it is fixed properly.

We do not lodge claims, unless when it is absolutely necessary. In December 2022, we had an attempted burglary. We fixed the damage to our gate and wall, at our own expense. No claim was lodged, as nothing had been ******. Adele is insensitive, considering the recent incident and the inconvenience that we are suffering, and expects us to be running around to meet her ludicrous expectations! All of this just adds to my frustrations. Furthermore, Discovery’s resistance is futile, as I will certainly seek recourse. The bottom line is that we funded his account for the debit order, which was due to be processed on his bank account. I personally funded his bank account, for the debit order. He received SMS confirmation from the Bank, of same. Therefore, we cannot elaborate on this or confirm for what reason the debit order was not honoured, especially if the Bank is not forthcoming with a plausible reason. I suggest Adele contacts the Bank herself, to obtain proof from the Bank, for the SMS confirmation, as well as the call recording! And since we are on the issue of wanting to address issues and considering our last ‘experience’ with our previous claim, where Discovery’s service provider, whose integrity is questionable and who was certainly not of the standard that one expects, from Discovery. Apart from the fact that he over-invoiced for the camera and alarm systems, where ‘passives’ were invoiced for, when same were not even replaced. Furthermore, we were placed in a position, where our cameras were replaced with that of a poorer quality than the ones we had. As prior to the incident, we had ‘full colour’ cameras, which Discovery’s service provider replaced with ‘black and white’ cameras. Which had not been rectified to date. Adele merely chose to ignore my husband's complaint when he raised same with her. Our last 2 claim experiences has left a bitter taste in my mouth, and I am considering terminating our relationship with Discovery, based on the outcome and resolution of this matter. Having said all of this and all facts considered, he was covered at the time of the incident, I expect that we be placed in the same position which we were, prior to this unfortunate event.