ATROCIOUS SERVICE BY DISCOVERY INSURE

Atrocious service from discovery Insure

I lodged a claim for a leaking hot water pipe which was repaired by a discovery provided plumber. After the repair the geyser continuously emitted brown hot water. I reported this to the supplier who indicated it was normal and should settle. 24 hours later the hot water was still brown. The supplier stopped taking my calls. I then lodged a claim indicating that the hot water was normal prior to the repair and was now brown after the repair. Another discovery supplier inspected the geyser and indicated that the anode needed to be changed. Discovery declined to change the anode but then approved the installation of a new anode but offered me a cash settlement to install the anode. I declined this and requested that a discovery supp**** plumber attend to the repair. The anode was then replaced by a discovery supplier. However the brown hot water continued. I raised this with the consultant Thabile Dlepu who was most rude and seemed agitated to be challenged. I was then informed that a manager would contact me. The manager did not call. I then decided to cancel my policy but policy retention requested me to give them time to get feedback from the manager. The same day the manger Niki contacted me and agreed to send the original supplier who repaired the leaking tap to inspect the geyser. He indicated that he was not aware that there a repair to a leaking pipe that was linked to the geyser. The original supplier inspected the geyser and informed me that they were going to recommend the replacement of the geyser in their report to discovery. The manager Niki informed me that discovery will close the claim and if I still wanted to claim for the geyser I could lodge an appeal. These documents were not sent to me. A new claim was then lodged based on the recommendation of the plumber who informed me discovery will consider the replacement of the geyser due to brown water and the risk associated with this and that discovery has done this before even thought it was not a rule. A then saw on the discovery app that the claim was approved and a supplier for a new geyser was appointed and a supplier for the fitment was appointed. After 3 days of no response from the plumber I contacted the plumber who indicated to me that they no longer did work for discovery. I then contacted the discovery client center and spoke to an agent who appointed a new supplier. The new supplier indicated that they must do an assessment first. This surprised me because discovery had already sent a supplier who recommended that the geyser must be replaced. I then contacted discovery and sadly Mr Thabile Dlepu took the call and was quiet arrogant indicating that discovery was not supposed to have replaced the anode and that the claim was closed. He refused to provide me with the supplier report and indicated that the claim will be closed. I then requested for an appeal document which was not sent. I then contacted client service to cancel my policy and was told by Sibongole Ref *** that the retention team was out on team building and could not assist me and that they will call in 24 hours. They never called. 4 days after the claim was closed by Thabile another gentleman called to indicate the claim was closed. He seemed oblivious to the history of the claim. He provided the appeal document

Discovery insure has been poor in attending to my complaint. It seems that the agent Thabile is in need of a client care workshop. He certainly convinced me to find another insurer. also Thabile disclosed that the plumber found the geyser to be rusty which caused the brown water and hence recommended the replacement. In addition I have additional cover for wear and tear! Which is a separate premium. If rust is not wear and tear what is the cover for? I believe discovery could have handled this better in light of them replacing geysers for other clients when the use of the geyser was unhealthy as mentioned by a supplier. Strangely I have 3 vehicles and 2 properties for building and 1 for content on the policy. I have never claimed for the vehicles or content. Discovery will Loose me as client due to poor service on the replacement of a geyser a rude agent

Logan