1 reviews | Active since Apr 2013
Call Centre run around Claim ***
<p>So I received a call from discovery some time back telling me Im a valuable customer and covinces me to leave my current insurance to join them as they can offer me a better deal so I switch. So when I unfortunately had my first accident and use the app, Im actually pleasently surprized at how well things go. So my accident is on Friday the 18th and by monday my car is assessed... brilliant. So the best my previous insurance done was accident monday car fixed and riding Thursday same week.</p> <p>Approximitely 5 days after the accident I get phoned by discovery call centre agent to ask me who I was previously insured with, not to say I can go fix my car, I give the info and they say thankyou and hang up. Strange... Another 3 days later and I get another call not sure if its same person but they ask me the exact same question??? Is this standard protocol and how does this have bearing on the accident ive made? Ive been driving for 20 plus years and this is my first accident I made, the others were people riding into me. I already feel so bad for the collegue I knocked but your call centre is making the experience traumatic. Not once did I get called to be re-assure that my car and the other car I knocked would be taken care of. All youre worried of is who my previous insurer was???.</p> <p>Not the first time this happend, last time road side assistance 15 min to update system and by the time roadside would have come I would have been late for work. I got jumpstarted by the school care taker. Phoned call centre to cancel roadside. They did not even bother to ask why.</p> <p>By the time I'm going to receive my confirmation to have my vehicle fixed the panelbeaters will be closed for the holidays or booked solid. Is this the way you normally treat your customers cause I never received this type of treatment from my other insurance . Im giving youre company the benefit of the doubt to resolve this issue as we cannot go forward with this level of service.</p> <p>Kind Regards</p> <p>Jason Carelse</p>
Thank you for taking the time to comment on your claims experience.
We have escalated the concerns raised with our claims division and they confirm that the claim is receiving the attention required to come to a decision on it. We are sorry that you are finding the waiting frustrating, however, we have to ensure that we protect all policyholders by acting in a responsible fashion and validate the merits of each claim.
We share your concerns with regards to the timing of your unfortunate loss and sincerely apologise for the inconvenience experienced.
Regards,
Sekgobola
Discovery Insure
Thank you for taking the time to comment on your claims experience.
We have escalated the concerns raised with our claims division and they confirm that the claim is receiving the attention required to come to a decision on it. We are sorry that you are finding the waiting frustrating, however, we have to ensure that we protect all policyholders by acting in a responsible fashion and validate the merits of each claim.
We share your concerns with regards to the timing of your unfortunate loss and sincerely apologise for the inconvenience experienced.
Regards,
Sekgobola
Discovery Insure
Thanks for responding. However the bad service continues got phoned buy the Call Centre again. It was so difficult to here the call centre agent as there was loud chatting and laughing going on in the background. When I started yelling that this is so unprofessional the laughing and chatting stopped immediately. I asked the lady when she got the info back from the assessment centre and she said the same day. Yet she only contact me 3 days later to ask my previous info of insurance she confirmed that this should have been done when I joined. When I asked her again why did she phone me the second time if she asked me the first time did she forget or loose the info she could not even hear me over the noise in the background or she was talking to someone else. How rude and unprofessional. I told her that I deal with insurance claims on a daily basis as I am the Head of Assets and Insurance for the City of Capetown Electricity Services. When my staff stuff up because they human we don't cover it up, we compensate in full as we have 3rd Party liability when staff act in a negligent manner.
We call it unacceptable delays more than 2 days and compensate the claimant. There has been a comedy of errors with the handling of my claim as well as my contract and I request once this negligence is confirmed that you waiver my excess as a good faith measure. If however you confirm that everything went according to best practice and acceptable standards of operating then I fail to see how you will be keeping clients in the future if they are treated this unprofessional manner as I'm measuring your company from the previous insurance I moved from to join Discovery Insure.
This call started at 18h21 on the 28th of November and went on for 45 min. Please review the tape.
Kind regards
Jason Carelse
Thanks for responding. However the bad service continues got phoned buy the Call Centre again. It was so difficult to here the call centre agent as there was loud chatting and laughing going on in the background. When I started yelling that this is so unprofessional the laughing and chatting stopped immediately. I asked the lady when she got the info back from the assessment centre and she said the same day. Yet she only contact me 3 days later to ask my previous info of insurance she confirmed that this should have been done when I joined. When I asked her again why did she phone me the second time if she asked me the first time did she forget or loose the info she could not even hear me over the noise in the background or she was talking to someone else. How rude and unprofessional. I told her that I deal with insurance claims on a daily basis as I am the Head of Assets and Insurance for the City of Capetown Electricity Services. When my staff stuff up because they human we don't cover it up, we compensate in full as we have 3rd Party liability when staff act in a negligent manner.
We call it unacceptable delays more than 2 days and compensate the claimant. There has been a comedy of errors with the handling of my claim as well as my contract and I request once this negligence is confirmed that you waiver my excess as a good faith measure. If however you confirm that everything went according to best practice and acceptable standards of operating then I fail to see how you will be keeping clients in the future if they are treated this unprofessional manner as I'm measuring your company from the previous insurance I moved from to join Discovery Insure.
This call started at 18h21 on the 28th of November and went on for 45 min. Please review the tape.
Kind regards
Jason Carelse