Appauling service received from Discovery

<p>I have been a Customer with Discovery Insure for years now, but since my accident on 2 May 17, I have ONLY had really appauling service.</p> <p> </p> <p>On the night of my accident, Discovery didn't phone me (as they claim to track and pick up incidents), I had to phone them. After telling the consultant that I was just in an accident and that I need assistance, he asks me, what is the Case nr? Hello, just told you nobody is here? Then I had to give info like my physical address etc? Why is it not on your system. I could barely think straight from shock (from the accident).</p> <p> </p> <p>Then he assured me that a courtesy car has been booked and would be delivered to my house the next day between 7-8am. I stressed the urgency thereof as I had meetings setup and didn't move them out since I was assured that a car will be made available.</p> <p> </p> <p>At 08:30 the next morning, I phoned them as nobody has arrived nor contacted me; then they weren't even aware of a courtesy car arrangement and said the booking was never made. The soonest they could drop off a car was the 4th. After a number of to and fro phone calls, I manage to get a car delivered on the 3rd at 4pm. :-(</p> <p> </p> <p>I was also told (on the night of the accident) that my car will be towed and that I will get an assessment report in 3 days time. After 3 days I phoned Discovery as nobody contacted me once again (5th of May). They then didn't even know where my car was towed to nor did the consultant have a stock nr. After another loooooooong discussion (after holding on for 10 mins just to get through to someone), I was promised that a report would be sent to me in 3 days and the car has been booked for an assessment the next day. Again, nobody contacted me after 3 days so I phoned again, just to be told that my car needed to be stripped and would be towed to another assessment centre. It thus took them 3 days to figure this out. This then took another 3 days - the second assessment.</p> <p> </p> <p>Long story short, after many calls to Discovery at my expense, my claim only got approved on the 16th of May 17.</p> <p> </p> <p>Furthermore, my 30 day car hire benefit expired, after which I had to make another series of phone calls to get it extended since Discovery took so long to get things done. After being promised that I would be phoned back, I never was. Spoke to 5 different team leads, of which NONE provided service or feedback (calling me), everytime I had to call them just to get nowhere.</p> <p> </p> <p>Eventuallyyyyyyyyy Discovery then extended the car hire, however never communicated this to the rental car company, so they kept phoning me to return the vehicle. Everytime the rental car company phoned Discovery, they had the incorrect information and everytime I call Discovery to sort it out, I get told it will be investigated, however nobody managed to sorted it out and update the Car hire dept. Again, I had to make a series of phone calls just to get nowhere.</p> <p> </p> <p>This entire process has been nothing short of appauling, and I think I might consider moving to a different insurer after this. They are happy to take your money every month but then this level or service is acceptable? No thanks.</p>