Bad service regarding claim.

Im sorry that it should come to this. Maybe I will be heard...

My wife was in an accident caused by drunk taxi drivers on 30 November 2020. The alert was received by Discovery and that was excellent. The lady gave authorization for vehicle to be towed. I insisted she send me a mail or sms to confirm this. She told me there is no need as calls are recorded. I comp**** as I had to console my wife during this traumatic event. The claim was logged and agent assigned. Forwarded all info pertaing to the accident to the agent but no response from him/her. Then the claim has been re-assigned to another agent. Eventually after a week (08 December 2020) of back and forth, another agent (no. 3) phoned me and informed that it was an unauthorized tow. Vehicle still at towing company. This made me livid. He said it is sorted and vehicle on way to assessment centre. Vehicle booked in at assessment centre 09 December 2020. The whole week no communication or feedback regarding the claim. Monday 14 December 2020 I received confirmation that assessment is complete. Tuesday 15 December 2020 I received confirmation that car will be repaired. Thursday 17 December 2020 the panelbeaters informs that they will only repair car in 2021.

I feel that this is unfair towards me as loyal paying customer with multiple products from Discovery, to be treated like this. Nobody can give me answers and always the run around. Ive spent countless time on the phone holding for more than 15min to speak to someone and another one and another... Had to incur unnecessary expenses getting my wife to work and home... Make arrangements to go here and there...

It took 3 weeks to do the assessment and authorization to do repairs... Really... The car could have been fixed by now or close to being fixed, in time for holiday...

Now we are stranded... Losing deposit for holiday accomodation... This all messing up an already messed up year... Thank you DISCOVERY (rated as 1 of the best)

As I said... Im sorry that it had to come to this... MAYBE NOW, I, Leonardo Walbrugh, A LOYAL, PAYING CUSTOMER WILL BE HEARD...

Looking forward to your call...