Appalling service

I'd like to make you aware of the appalling service I have received in regards to my claim by your team. On the 25th of December I was involved in an accident, Discovery arranged towing which was quick and excellent.

However after that things went downhill, when I made the first follow up, the agent I was dealing with didn't know where the car was towed to. I then provided all the information the agent responsible for my claim, providing a detailed explanation of what caused the accident, and an accident report - to this day I've never heard from her.

I then received an sms stating that the car will be booked for assessment at Auction Nation Middleburg for the 30/12/2022 0h00 - who does an assessment at 0h00 I asked myself thinking it is a mistake.

I then followed up yesterday, and I was told my case had been assigned to a Team Leader who is on leave, so now I ask myself why is the case assigned to someone on leave, does this mean my claim will only be looked at whenever this person decides to come back.

Fine, the agent noted the mistake of the booking of the assessment and cancelled it, however it was cancelled without booking a correct one.

I understand it was festive and all that, however as an insurance company I am sure you register more claims during this time and your team should be proactive instead they are reactive. One must make numerous phone calls to be updated.

This is really a let down by Discovery.