1 reviews | Active since Mar 2022
Bad service from the claim consultants
I had an accident I was happy with the turn around time for my claim approval. On the 7th of March 2022 my car went in for repairs than I picked up the courtesy vehicle same day as it is part of my policy package with discovery insure. I noticed that the courtesy vehicle is booked for 15 days and I know that I'm supposed to have it for 30days. So I thought to myself probably they know my car will be fixed by then. Last week Thursday 17 March 2022 I sent an email to my claims consultant Aubery Mo***eng asking the progress status of my car and requesting that if my car will not be ready by the 21st of March 2022 which is a public holiday can he extend the courtesy car because the 15 days he had booked was ending on the 21st the car was due to be returned on the 21st. I did not get a response. On the 21st of March 2022 I called discovery requesting a way forward in the predicament I was finding myself in. I got through to the emergency department where I was told the claims department is not available to assist me since it's a public holiday and they can't give me authorisation to keep the courtesy car. I also did not want to incur any costs I had not budgeted for so I took the vehicle back to avis. Tuesday morning at 8:30 am I called discovery claims department informing them of this issue and I need a way forward because I need a car to use. I got through to a lady by the name of Mahlamo who promised to sort the issue out and get back to me and she never did. I called again at 13:30 pm I got through to a lady named Zipho who put me through to a guy called Appo(not sure of the spelling) who disregard my complain about the bad service and told me to hold so he could get my vehicle progress status from the service provider. I held on the line for over 15mins and I decided to hang up and call the service provider myself in less than 3mins I knew what was happening with my car the guy never got back to me. I tried calling back discovery no one in the claims department was taking my call after that. This morning I saw an email from Aubrey telling me my car is in panel beating which I knew yesterday already as they were useless to me and decided to call the service provider myself. The emails further states that I must wait 3more days for further information which is ******* why must I wait without a car. Courtesy car is a service I am paying for at discovery so I don't understand why I can't use it. I called them again this morning I got through to Thabiso who said he has escalated the issue and he will get back to me with feedback of which I am still waiting. This is such an inconvinience and unprofessional I have never dealt with such incompetence I am so disappointed with discovery this service goes against their values and promises they make when recruiting clients. I had recommended them to my brother and my partner who are now part of their family. After this i wouldn't recommend them to anyone and when I move I am definitely taking my people with.
Thank you for the response. I will be waiting for update. May I please not incur cost of this inconvinience, I do not have another R2000 deposit for Avis as I am still waiting for the refund on the first one.
Thank you for the response. I will be waiting for update. May I please not incur cost of this inconvinience, I do not have another R2000 deposit for Avis as I am still waiting for the refund on the first one.
It seems this is the only platform I am able to get a response from you. Every time I call discovery now my calls are not attended to. The munite I put on my ID number and claim number my call just goes quite and no one attends to it. I must say I am very disappointed with the service that I am getting.
Avis consultant called me letting know that I can pick up the car and I need to pay R2000 deposit again like I did when I picked up the courtesy car on the 7th of March 2022. On the call with Thabiso earlier he said he escalated the matter to his supervisor and he will assist me with getting a courtesy car without incuring the cost of a deposit. This whole situation is making me furious because it is really an unnecessary inconvenience that could have been avoided had the consultant who booked my vehicle
1. had booked it for the 30days that I am entitled to.
2. Had he after the email I sent last week Thursday 17 March 2022 extended the booking.
I tried to be proactive to avoid misunderstandings and inconveniences on my part and also on discovery. But someone there is clearly not doing their job. I did indicate that I do not have another R2000 as I am still waiting for a refund on the first one I paid when I picked up the car two weeks ago. Also It is unfair for me to be carrying costs of an inconvenience that was not caused by me and which I did all I could to avoid. I have depleted airtime and minutes trying to sort this issue out and the sad thing is I haven't recieved not even a call from discovery since I started angaging them last Thursday and yet in your response you say this is not the level of service you uphold. Judging by your treatment towards me right now clearly this is the level of service you uphold to your clients.
You are treating me like you are doing me a favor when I am paying for the service you are rendering to me. You are also benefiting from me paying my premium just like I should be benefiting from you in times like these.
I am really not happy with the lack of professionalism and treatment I am getting from you.
It seems this is the only platform I am able to get a response from you. Every time I call discovery now my calls are not attended to. The munite I put on my ID number and claim number my call just goes quite and no one attends to it. I must say I am very disappointed with the service that I am getting.
Avis consultant called me letting know that I can pick up the car and I need to pay R2000 deposit again like I did when I picked up the courtesy car on the 7th of March 2022. On the call with Thabiso earlier he said he escalated the matter to his supervisor and he will assist me with getting a courtesy car without incuring the cost of a deposit. This whole situation is making me furious because it is really an unnecessary inconvenience that could have been avoided had the consultant who booked my vehicle
1. had booked it for the 30days that I am entitled to.
2. Had he after the email I sent last week Thursday 17 March 2022 extended the booking.
I tried to be proactive to avoid misunderstandings and inconveniences on my part and also on discovery. But someone there is clearly not doing their job. I did indicate that I do not have another R2000 as I am still waiting for a refund on the first one I paid when I picked up the car two weeks ago. Also It is unfair for me to be carrying costs of an inconvenience that was not caused by me and which I did all I could to avoid. I have depleted airtime and minutes trying to sort this issue out and the sad thing is I haven't recieved not even a call from discovery since I started angaging them last Thursday and yet in your response you say this is not the level of service you uphold. Judging by your treatment towards me right now clearly this is the level of service you uphold to your clients.
You are treating me like you are doing me a favor when I am paying for the service you are rendering to me. You are also benefiting from me paying my premium just like I should be benefiting from you in times like these.
I am really not happy with the lack of professionalism and treatment I am getting from you.