Appalling Service from Discovery

I had the unfortunate experience of being involved in an accident last December (I knocked someone). Discovery was initially very quick to authorise the claim, and this was the last I heard from my insurers unless I called and followed up.

What has followed is a month of mayhem and a deeply unsatisfying process. Despite me paying high premiums for over two years now after I was promised to be contacted and check if they can lower my premiums which never happened.I actually need Discovery to do their job, they effectively abandoned their responsibility and left me, the client, to manage follow-ups with their appointed vendor Renew It.

Discovery’s chosen vendor Renew It, is an appalling business. I have never encountered such lack of customer service. The fact that Discovery continues to use them as a preferred vendor is odd.

Throughout this ordeal, I keep getting calls from the vehicle rental asking about the return of their vehicle when I haven’t gotten mine back from repairs. I callled in last Wednesday for vehicle extension and was told the extension was granted until the 14-02-2026 under the impression that the car would be completed by Friday hence the extension to Saturday. To my surprise why Saturday because panel beaters don’t operate on weekends. I was never told or was it explained to me then that the rental would’ve have reached its 30 days by then me still left stranded without my vehicle.

The rental company called me this morning reminding me to return the vehicle which I questioned how since my vehicle hadn’t been completed and they said I’d have to take it up with the insurer which when I did I was told I had no days and that the rental vehicle would now be out of my pocket. How is it that clients are not reminded or told of such when the vehicle is being issued. The ladies that I have spoken to have advise me to call in the morning when TL’s are so that they can advise. What appalling service this is Discovery.

My claims consultant is Keanu Behrends I have not heard from this guys since the day he sent and email with my claims details. I’m even starting to wonder if he does indeed exist.

After having chase my own insurer and their vendor, I will have to cancel my insurance with Discovery. This is by far the worst service I have received from you guys.