Attempted Hijacking, Traumatised—and Then Let Down by Discovery Insure

After surviving an attempted hijacking last night, I managed to get my damaged car home—shattered windscreen, roof, and lights. Shaken, but determined, I logged a claim online. That’s when Discovery Insure’s complete lack of care became painfully clear.

This morning, I received an automated email asking me to contact a consultant for assistance. She’s on leave. She gives me another contact, who I email—only to get an auto-reply saying the inbox isn’t monitored. I then call the call centre myself, after already having spent time at the police station.

Eventually, I book my own car assessment. After all that, someone named Sundren calls offering help—well after I’ve done everything on my own. I explain the car is undrivable, with shattered glass covering the seats. He doesn’t listen. I still bring the car in, and the assessor confirms it’s not drivable. I ask Sundren to arrange a hire car. He tells me he’s contacted Avis. I follow up myself—Avis has no record of the booking. Sundren then tells me to take an Uber home. That’s how I ended up standing in the middle of a city street—emotionally drained, after a traumatic night—waiting for a ride I had to sort out myself. Halfway home, Avis finally calls. They only received my details an hour after Sundren claimed he had sent them.

Is this what “world-class service” looks like? A company that we pay substantial premiums to, yet shows no compassion, no coordination, and no understanding of what its clients go through? I’ve dealt with multiple people, and none have taken responsibility or acted with urgency.

This entire experience has been beyond disappointing—it’s been downright shocking. Discovery Insure has proven they have neither the systems nor the heart to take care of their clients. We will be moving our entire portfolio to a provider that actually cares.

To date no one at Discovery Insure has called to check if everything is ok with the car , how did i drive it when it was undrivable and given the wrong advise , just another number!! To rich to care about clients , to stupid to give the right advise and probably getting paid big salaries for nothing!!!