Bad service from Claims Administrator

Good Afternoon

I would like to lodge a formal complaint on the pathetic service received from Discovery.

On the 5th October 2020, we had a minor accident, the driver drove into my right driver door. The impact sensor was alerted and immediately I got a call. Which I was very impressed with. On the same day I was called and collected my rental car at 2pm that same afternoon. However things went downhill from there very fast.

The next day I received a call from Durban Central Panel beaters, stating the car towed to them. I had no knowledge of this.

On the 13th October 2020, I contacted my broker enquiring why I was not issued an any claim number. On enquiring there was some sort of system glitch. And the claim number was sent to me by my broker on the 14th October 2020.

On the 16th October 2020 at 6:11pm ( after working hours) asking for additional information, see below, which obviously I could not provide as I do not work weekend. Could only provide this on Monday the 19th October 2020.

Received an email from Durban Central Panel Beaters on 19th October 2020 at 5:23pm( after hours) stating the quote has been authorized. That is exactly 2 weeks since incident.

On the 26th October 2020, at 7:44pm ( after hours) received an email from Mosa stating vehicle is in Phase 1. I rep**** to her enquiring about the car hire, as my rental is due back on the 4th November 2020. I received no reply or feedback from Mosa.

On the 29th October 2020 at 9:18pm ( after hours) received another email from Mosa, stating again vehicle is in Phase 1. Again I rep**** asking whether the vehicle will be repaired before rental is due back. I received no reply or feedback.

Today the 2nd November 2020, again I emailed Mosa enquiring about the car hire, still no feedback or reply. I called at 2:40pm asking to speak to the manager Trishen, was told he not available, left a message. Called again after an hour, was told he in a meeting, left another message. Its not 4:30pm and received no reply from either Mosa or Trishen.

The Panel beater advised the parts will only arrive on the 6th November 2020 and then another 2 weeks to repair, so car will probably only be ready around the 20th November 2020

I got my broker involved and was told car hire will be extended till the 14th November 2020 and nothing more.

I am appalled by the poor customer service and lack there of.

Why was my car sent to a panel shop who does not have available parts for a door? Why does the claims administrator not have the common decency to reply or provide follow up calls. It sure seems I am not valued as a client of Discovery. If this is the service you provide your clients, I will be forced to move my business elsewhere. The sad part, I referred so many people to Discovery and I will be going back to my friends and colleagues, let them know to rather relook at their policies because Discovery does not care about their clients, they more interested in collecting premiums.

Enough is enough.