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Frits E

1 reviews | Active since Mar 2013

26 Dec 2025, 12:53

BAD service from Discovery when a geyser gurst and water feed to the house is closed

Now: 2025/12/26 12h26

I have reported a burst geyser on Discovery app according to their instructions to be the preferred way for prompt handling of claims. Report date: 22 December Claim number ***

Water running down the roof since the geyser is external, the mains water feed to the house was closed off.

After calling Discovery in the morning 23 December Discovery assigned the task to their choice of plumber to do the repair - Only AFTER I called to follow up on progress,

On 23 December I called the plumber company twice to get an update just to speak with a person - saying they wil send a plumber. NOt able to commit to time or repair date. On Tuesday around 13h30 the plumber arrived. Almost 24 hours after the claim was registered. The plumber spent about 10 minutes on site saying the geyser must be replaced

To date: three days later - supposed to be without water I have not received a single call to give me a progress update.

I have since 23 Dec sent two emails to Discovery Insure - but Discovery do not seem to considder this as a high enogh priority.

To the Management and Personel of Discovery: I am discappointed in your service: I have to PROMPLTLY pay premoiums else my insurance is invalid- Seems to me that once my money, that pays your salary is in your bank - you care less about the customer!

We are only your customers in: Banking, Wife and I - Life insurance, Home insurance, Household insurance and vehicle insurance.

I put on record that I HAD to open water feed to the house to flush toilets I also put on record that Discovery must accept responsibility for extra water bill and if any damage occurs due to water leaking.

Discovery Management:- You do have my phone number. Call me to explain how and when this wil be resolved.

0
Replies (5)
Discovery Insure
Discovery Insure's reply27 Dec 2025, 09:48
Official
Good day Frits

We are truly sorry for the inconvenience caused. Our team will be in touch to address this matter and provide you with feedback as soon as possible.

Regards
Discovery Insure
Discovery Insure
Discovery Insure's reply29 Dec 2025, 13:57
Official
Good day Frits

We sincerely apologies for the inconvenience, frustration, and distress you have experienced in relation to your burst geyser claim (Claim number: ***). We acknowledge that this matter was not handled in line with the level of service you are entitled to, and we truly regret the delays and lack of communication you have experienced.

Please accept our sincere apologies for the absence of follow-up and communication after the plumber’s initial assessment on 23 December. This does not reflect the standard of service we strive to provide, particularly given your longstanding and valued relationship with Discovery across multiple products.

Your claim has now been escalated as a matter of priority. We are actively engaging with the relevant service providers and internal teams to ensure overall resolution are expedited.

We appreciate your patience and would like to assure you that we remain fully committed to resolving this matter as urgently as possible.

Regards
Discovery Insure
FE
Frits E's update06 Jan 2026, 14:04
Reviewer Update
Mr/Mrs "Discovery Insure" - You are too ashamed to disclose your name - I in turn have to disclose my name.

Mr Prince "Senior Manager Customer Relations" called me and promissed me that he will deal with this claim and will regularly provide me feedback - BY PHONE

Discovery decided to instruct another plumber to ALSO assess the issue and ALSO gave them the go ahead.
When both plumbers made appintments to come and replace the geyser, I called Mr Prince explaining tis to him since there can not be two companies at the same time doing the same job. I was assured they will deal with it I should not be concerned. Next morning first plumber on it's way when second plumber calls me asking why is the geysewr not available anymore.
I had to call Mr Prince explaining the problem and was instructed to call the plumber waiting for the geyser to continue.
This is why plumbers / service providers do not want to work with Discovery. First plumber on his way to my house had to turn around and take back the geyser.

Mr Prince also committed to advise what I should do with water bill and other damage. To date no advice and I HAVE to replace wood slats on a gate damaged by the water falling on teh gate for more than a week.

The water bill is still on it's way.

Not to Discovery management:
Based on my experience with you on my first claim after years of paying premiums PROMPTLY - You decide if what I will advise ANY person when asking me what I think of Discovery Insure.

Question to discovery: How do I claim for the damage now caused by the water running down roof on the wooden gate as well as the water bill still on it's way.

I also challenge you to declare your name and not to hide behind a non-functional Insurance company
Discovery Insure
Discovery Insure's reply06 Jan 2026, 15:20
Official
Good day Frits

We're so sorry to hear about your experience and will do what we can to assist with resolving this. We'll escalate this to our Claims Management team and revert with feedback as soon as possible.

Regards
Discovery Insure
Discovery Insure
Discovery Insure's reply08 Jan 2026, 16:13
Official
Good day Frits

Thank you again for bringing this to our attention and please accept our apologies for the poor service you've received previously, as well as all the errors that affected your claim. Please rest assured that it was never our intention to subject you to that and we will be working hard to ensure we do better in future.

Regarding the damage to your gate caused by the leak, we've appointed a service provider to assess the damage and send us the report. They should have reached out to you to arrange a visit to your property. If not, they will be in touch soon. Once received our Claims team will be in contact to advise on how to proceed with the claim.

Regarding the water bill, this, unfortunately, we will not be covering. Loss of water from leaking taps, geysers, toilets and swimming pools is a general exclusion on all our plans.

Regards
Discovery Insure