Beware - shocking service from Discovery Insure

I am extremely disappointed with the service that I received from Discovery and the repair on my Toyota Prado that was ****** on the 7th of May 2023. The vehicle was recovered within the same week. The process was extremely slow to recover the vehicle from Mokopane police station and bring it back to Johannesburg for Discovery to assess the vehicle. I can still understand this because there is travelling involved and rules to be followed but after that the whole process just collapsed. To date, I still don’t have my Prado back. The vehicle was assigned to be repaired with your service provider Sanrose Autobody. In the time that has passed since confirming the vehicle delivered to the repairer, the communication was shocking from them and Discovery to say the least. In most cases, I needed to follow up what the status of my repair was, until I complete gave up with the same answer week after week. I can understand that they were waiting for parts on the vehicle but 4 months? Unacceptable! After they finally received the parts, they confirmed the vehicle was in the final stages of repair and would have been delivered by latest September the 8th When I did not receive any feedback closer to the time I followed up again, only to be told that they have discovered more damage to the vehicle including the seats? Seriously? How was this not noticed before? Seems like the quality process is completely flawed or someone damaged the vehicle at a later stage? To top it all Discovery increased my monthly installments on the Prado from August by R4000. This is for a vehicle I don’t have in my possession, that is in your care with one of your service providers. Why should I pay for this? The fact of the matter is, I am invested in Discovery with a lot of your products and I trusted Discovery to get me in the same or better position as before I lost my vehicle to theft. This has not happened at all and in fact you have put me in a worse position by increasing my monthly installment with no regard to the actual situation at hand. This is all about Discovery and not about your clients.

You also did nothing from your side to expedite or help this situation. I don’t see how you can just accept the fact that it can take almost 5 months to hand back a client vehicle, without any red flags going up on your systems? I had to purchase another vehicle because no one can wait for 5 months to have transport in a country where public transport is not a safe option. Your current ETA is 06 October but from experience this could change again on short notice. I have no real incentive to stay with Discovery at this stage and I am regretting all the past referrals to Discovery. I can only share from personal experience to make sure that people understand that this is how you treat long standing clients.

Lastly, I sent this exact same email to Discovery insure complaints on the 18th of September 2023. To date they have asked for my policy number and other than that completely ignored me. They don't give a #$%^