Bianca and Nhlanhla from motor vehicle claims dept. gives worst service and are dishonest

<p>I met with a serious accident on 29 November. Called roadside assist thrice and others tried, eventually got through but the consultant cut the call halfway and refused to answer again. I had to be rushed to hospital and car towed by another passer by's roadside assistance - first pathetic bit of service. Car took 3 weeks to be assessed, due to delays on the side of Discovery and Nhlanhla the consultant. The matter was escalated to Bianca,a manager, but nothing happend. I emailed her personally and tried to call her but still no response to date. I have been pushing to get the assessment done on time to avoid a situation where i have to hand in the courtesy car to Avis by 31 December and my car will not be repaired/or I will not pe paid out on time if it was written off. During this time, I spoke to over 20 people who told me different stories and on one day, the car was supposedly at 3 different workshops at the same time. I was only informed late on 14 December that my car is a write off, in writing. On 15 December I proceeded and sent change of ownership forms to the parties above (sent to me by Discovery). I was then informed that I must have that original form and the spare key ready for collection. During this time I asked Nhlanhla telephonically what will happen to my license plate as I have a personalised number plate. He advised that nothing will happen as I own it and it is in my name. Note I own the vehicle and had it paid off, so the finance house was no longer the owner. However, yesterday, 20 December, Nhlanhla informs me that he wants the original registration certificate of the car which is in my name (note the car was freed over a year ago). Yet, Grayson Lee, another consultant sent me an email on the night of 13 December advising he wants copies of the documents. He also did not specify that he wants the registration certificate to be in my name. Grayson wants the copies and Nhlanhla wants the originals, and as suggested by Nhlanhla yesterday, he advised to got to the motor vehicle licensing division today and get the original documents and have it ready for collection. However, on visiting two licensing divisions today i.e. one in Watloo and the other in Pretoria North I was told that the Motor Vehicle Licensing division is closed from 15 December to 15 January and will only process ownership forms and duplicates from 15 January. Note this was my greatest fear that things won’t be finalised by 31 Dec 2016 when I have to hand in the loan car. I was also told by the Motor Vehicle Licensing Division that Nhlanhla told a lie to me that I will not lose my personalised license plates. He was supposed to have told me to complete an MVR 2 form so that the personalised number plate stays in my name!</p> <p> So now I am sitting in the situation which I dreaded i.e. I will have no vehicle from 31 Dec 2016 as Discovery can’t process the claim without the original certificates, yet it was given to me in writing from Discovery that copies are only needed and the only original I need to hand in is the change of ownership form sent to me by Discovery which I completed. Furthermore, even if you do, I will lose my personalised number plate, which I paid a lot for and this can only be lifted and put in my name only after January 2017 when the systems are running again. Why are your consultants so dishonest and how could they lie to me telephonically, even in writing? If my car was assessed on time, I would have had all the documents ready for Discovery from the Dept. of Transport before 15 December, even the form for the number plate. If my car was assessed on time and not after 2.5 weeks, I would not be in this situation. Hence I am going ahead to sue Discovery for the money from which I have to pay out of my pocket to rent a car until the Motor Vehicle Licensing Division opens again. It is no use telling your client you need original documents on the eve on which the claim is finalised. This should have been done from the outset as I was told in writing that copies would suffice. I am also going to the media with this matter and will ensure that your division is named and shamed. I pay premiums on time but yet Discovery cannot live up to their side of the contract. Furthermore, despite me telling Discovery that I called thrice from the accident scene and no one wanted to assist (I have the call logs as proof), I am being told I have to pay the excess of towing fees. Was I supposed to leave my vehicle in the middle of the highway until I got through to Discovery, which was 2 days later, when someone decided to take my call? Your consultants also sleep on the job and do not understand basic English. I called and spoke to one consultant on one day and he could not even prounounce the word "claim" or "car" - absoloutely disgusting! Hope you are ready to pay up for all your delays and inconvenience. I will be changing my insurance once I purchase a new vehicle!</p> <p> </p> <p>Regards</p> <p> </p> <p> </p> <p> </p>