Claim ***

<p>I was in an accident on 30th Sept. On 6th Oct the car was assessed after me calling and emailing Nhlanhla. Based on the assessment report, I then email Nhlanhla at 1:13pm, 1:22pm and again at 1:47pm on 6th Oct asking if they have assessed the entire vehicle and what about the stuff the assessor mentioned as exclusions. They have no way of telling if these ‘exclusions’ were part of the accident because the way accident occurred, after the guy rear ended my car he hit another car and damage could’ve been done to my vehicle on the front and left side as well. Minor scratches and dents, however these were mentioned as EXCLUSIONS. He responded at 1:49pm and said he will follow up and provide feedback. At 1:56pm I mailed back and told him “Thank you. And please mention that some of that could've been caused by the accident itself.” I didn’t get written feedback on this. This claim was approved on 7th Oct based excluding the EXCLUSION portion of the assessment report. Nhlanhla called me on the 7th Oct and I could have the date wrong, but he called me to say the claim was approved and that the panel beaters were going to strip the car to check if there was anything else that needs fixing and that ALL the dents and scratches will be fixed. I clearly asked him if everything was going to be fixed and he said yes and that the panel beater was going to give them a revised quote after stripping the vehicle. After that conversation my understanding that all scratches and dents were going to be fixed. I only received my car on 31st Oct and I then realised that the beading on the side of the accident was not repaired and I was informed that this was not approved by my insurer. Also all the other scratches weren’t fixed. At 8:39am I sent an email to Nhlanhla: “Hi Nhlanhla, I collected my vehicle this morning and I noticed the following:</p> <p>1. The beading on the side of the accident was not repaired because it was not approved by Discovery.</p> <p>2. As per our last telephonic conversation, you said they were stripping the vehicle and will repair all the dents and scratches - this was not done. Please can you pull out the last voice recording our conversation - I cannot remember the exact date, however if you check your last dialled to ********** 966 I'm sure you will find it. I remember I specifically asked if all was going to be repaired and you said yes. But according to the panelbeater, this was not approved.</p> <p>Please give me a call urgently to discuss.”</p> <p>He did not call me but rather responded via mail at 9:07am: “Please note that I do remember the conversation we had. All dents and scratches that were are not accident related were not approved by us.” I then responded: “That is why I was making sure and my understanding was that they were all going to be fixed.” And “Also, what about the beading - that was part of the accident?” I have not received any feedback on this at all. This afternoon I notice that the left door rubber on the window is damaged…I’m not sure if this was done by the panel beater or the accident. I pay a lot of money to you guys and I expected quality service, but it seems like insurers try to do their best not to pay for ALL damages during an accident. I’m sure it’s a cost saving for you, however it’s an inconvenience for us as customers. Also, I have DQ tracker in my which was supposed to alert Discovery Insure if I have a smash – this was not done, even though the impact of the accident was high. So what is the point of having all these things if they don’t work and our claims are not honoured and assessments are not thoroughly done and approved! If you require proof of emails, please contact me. Also, if you would be so kind as to pull out the recording for the 7th Oct i would really appreciate it. And Please can you give this some urgent attention and resolution asap. If this is the way you handle your claims then I might have to find another insurer. The only reason I accepted Discovery was because I heard good things, but this is proving to be a nightmare.</p> <p> </p>