Bad Service

I insured my iPhone XR & I was told the cover is R15,999 with the premium of R245.77. On the 4th of Jan'23 I log a claim for damage (***). Phone was picked up on Mon the 9th by The Courier Guy & delivered to the supplier on Tues. On Wed I received sms/email from Discovery for a replacement. I contacted the supplier to double check this msg and Cherlynn advised that the cell was too expensive to fix hence the replacement. Same day on Wed the 11 I received an iStore voucher of R8,999 when I went online, I saw that the cell now is that amount but out of stock. I notify Vanessa from Sharedvalueteam since they are the agent for Discovery & I emphasis to her that I need the phone same day or latest Thur since I'm using it for work, & I have already missed out since Mon. I received a call from Shakira & she asked if it's ok if they give me a voucher from Makro for the iPhone 11 I said it's ok as long as I have phone to work with. Ever since then it's been back & forth with different stories. I called discovery Fri and I was transferred to Desorine who advised that they are waiting for another supplier & turn around time is 24hrs so by Sat 8:30 they will know exactly what's going on but she promised that either I received a voucher for the XR or they will advise they next phone after it and I will definitely get it same day which is Sat. She also promised that she will be working as well. Come Sat when I call I spoke to Busi & she said Desorine is off & the voucher that was authorized is for R8,999 from Makro & that was new to me & I ask her how must I get the phone if it's out of stock. She spoke to Abigail & told me that she gonna call me back. I called again for Abigail & advised the consultant who picked up that Makro is closing at 1pm so they need to speed up. Instead of her calling me back I saw an email that she sent to Desorine to assist by providing feedback to me. So it's obviously that i'm not getting the cell today even thou they know the urgency of it so that I can work.

Every time I log a claim for a cell I always get the same treatment with Discovery and both previous claims they end up paying me out for the value of the cover. But this time around it's stories and no one wants to take responsibility and when I ask what happened to value of R15,999 that I'm paying for Desorine told me that it's not about the cover but to replace the same item that is insured & to me that is ***** bcoz when you take a cover you agree bcoz of the amount cover + premium.

I've been with Discovery since 2017 and this is the treatment i'm getting, they don't care if I lose my job as long as they get their premiums. My heart sore bcoz I moved all my assets to them even my building insurance last week bcoz I want all of them to be under 1 company now i regret doing so. So being loyal doesn't count to them. As i'm writing this I have a hearing at work bcoz of the backlog that this issue has created. I took the insure to less burden incase of accidents but I'm going to lose my job bcoz I put my trust on them thinking it's an easy solution to be covered. Just last year almost all my colleagues who have cars/home I have referred them to Discovery I have no choice but to tell them about this treatment so that we can move our policies somewhere.