Based on experience I say, RUN AWAY from Discovery Insure

I was a member of Discovery Insure since the end of May 2022. This has changed because on the 25th of November 2022 they sent out a communication stating that at Inception they had an information input error. This led to incorrect premiums being generated. Mine was R1 433,23. On the 30th of November 2022 said the communication; the updated Plan Schedule would be uploaded.

On the 15th of December 2022 I checked the newly updated Plan Schedule and found rather that my premium could potentially decrease if I left out the SASRIA policy amount. I left things as they are.

On the 20th of December 2022, however, Discovery Insure debited me R2 779,89. This is one of my busiest of days in the month and to think I had to stop everything to call Discovery Insure is deeply infuriating. When I called; the agent said that if anything the R2 779,89 was only a pro-rata and that the new premium will be R3 629,96. When I asked how this was the case, the agent said that the information input error was the issue. But my Plan Schedule did not reflect any such changes or so-called corrections, the agent said on her side they did. So, any argument from my side was futile, because on the agent’s side the changes were effective and on my side the changes were not there at all. The question remains, I had an agreement with Discovery Insure and they are just wanting out by saying they had a system error? I wonder if the reverse could be sustained; if I say to Discovery Insure, at Inception I had a sleepy problem and had just woken up now to realise that of the R1 433,23 agreed at inception I can only afford half the amount, and they must continue to provide me with the same cover? No, they’d rightly want out immediately, but now why not refund me immediately?

So, what recourse have I, I asked, the agent said that legally Discovery Insure had the right to make changes to the policy within 30 days of informing the clients, and that I could make changes immediately like cancelling the policy. Clearly suggesting that for peace’s sake; if I couldn’t take this deal I should rock and roll. Just granting for argument’s sake that this was true, in my case it wasn’t 30 days yet and that there was not an updated Plan Schedule uploaded on my profile to show me most recent figures so that I could do as the agent had said; to either take the new amount or leave Discovery Insure.

So, four days before Christmas, my budget was out by R1 346,31 and I had to make Insurance quotes and get Discovery Insure to cancel my policy and refund me back so that I can pay the new Insurer. Miserably, the agent said the refund process takes 3-5 days, which meant I could get my cash back in the new year. This meant, on top of the fact that my budget was out by R1 346,31 of Christmas groceries mind you -not- gifts, I needed to find money with which to pay the new Insurance. Until today, I have not received my refund from Discovery Insure so that if bombing was allowed in my world, I’d have gladly propitiated my righteous anger since I am indescribably enraged, yea, very bitter as Discovery Insure parades itself as a reputable business daily on my internet pages, yet I am deprived of my R2 799,89 since the 21st of December 2022 until now.

When I pressed the agent (Ntombizodwa Nyembe - retentions) on the 21st of December 2022 that I really needed this cash, she put me through to the team leader (Ebrahim Doolabh - retentions) who assured me that he had loaded the refund request with Finance and that the best was that I’d receive my refund on Friday the 23rd of December 2022 latest and sent me a letter assuring me of the same. To get to this conclusion I had spend over 4 hours of airtime on the phone lines with Discovery Insure agents on the 21st of December 2022 alone. The last phone call of almost 50 minutes with Ebrahim was cut off when I asked him if the phone call was recorded. I asked this because Ntombizodwa got him to call me on a different line since she said that she couldn’t transfer me to his line directly from hers.

On Friday the 23rd of December 2022 I called to ask for refund progress seeing the Christmas was two days around the corner and I had not received the cash which I needed by afternoon. Shockingly, the agent told me that the refund turn-around process was 5-10 days and that I needed to wait as there was nothing he could do.

On Wednesday the 04th of January 2023 I called Discovery Insure to check on the progress. The agent said that the refund was processed on the 21st of December 2022, and I am supposed to have received my cash latest on the 28th of December 2022. Then I asked what bank account they paid into, and she confirmed my bank account and it’s correct. When I asked for the proof of payment, she said I should rather send her my bank account statement. And when I pressed her saying if they had paid into the correct account why was there need for my bank statement, she said the turn-around process is 3 days. To date I have not received my refund, I have not received the proof of payment, I have not received no apology and no explanation and no escalation.

At the end of April 2022, I called Discovery Insure for a quote and they said R2 800 premium, and I couldn’t afford that premium, so I found insurance elsewhere. At the end of May 2022, they called me and match the current premium and said I could earn up to 50% cash back on my monthly patrol spends if I drove the way I’m required and for this reason I took their deal. To think that this is how things have ended, I can’t help but think that I first dealt with the angels of Discovery Insure and then have lately dealt with the demons of Discovery Insure. Either way, I need my refund urgently and I know that the rightful interest accrued will not be included by the big reputable business.

I've been telling my friend come to Discovery insure now I retract my words. I do not recommend Discovery Insure; I do not say this based on adverts but from reality from experience. I am now remaining with no choice but to open a court case. May be the big business can better explain to the learned people what business practice they are following when it comes to refunds. When they onboard, the debit is immediate and when they terminate the refund process is more than two weeks perhaps even more will see where this ends. If you’re looking for a painless insurance, please run away from Discovery Insure I speak from Insurance.

My Plan Schedule says: "This is your updated Plan Schedule. This schedule replaces all previous schedules received from Discovery Insure. Please check all of the information contained in this document and advise us of any changes immediately." but Discovery Insure charged me based on what I have neither seen nor agreed to.