Claim No: ***

This has been one hell of a painful process and I have been forgiving all along but I think keeping quiet now will only promote this behaviour going forward.

I had a very small hit and run accident but my fender needed some attention. So I submitted a claim in the fear that there might be something deeper that has been spoilt instead of the small bodily damage that I could see.

I got assisted by A****aker Williams.

It started from the very beginning when after having responded to his email when he asked if I would be needing the courtesy car and I responded and said yes I would be. The day I went to leave my car at the panel beaters, no courtesy car had been arranged from Discovery's side. I ended up having to go to the Avis dealership. What was supposed to take me just over 15 minutes, ended up taking my whole day and I had to submit leave for when I left Avis, it was already after 11 o'clock. According to the email communication, we were supposed to meet at 8:00 at JMJ Bodyworks.

This was the first sign that this guy doesn't read his emails.

I then got an sms from Avis stating that if I need an extension on the courtesy car, to communicate with my insurance to arrange for an extension.

I then sent an sms confirming that I haven't received word from the Panelbeaters stating that my car is finished so I'd like them to arrange for the extension.

The following day I got a message stating that I could go and fetch my car. I contacted Avis and made sure that the exchange took place but when I got there, they had messed up other things that had nothing to do with what was wrong.

The Panelbeaters floors are another story and I'll log those ones too.

When I got my car back, it was a month later. I then received an sms with an amount for an additional 15 days that was deducted from my bank account.

My policy has up to a month with a courtesy car, and I had the car for a month, but it appears that, after the email that I sent to A****aker, informing him that they should extend the initial rental period, that was ignored once again.

This truly is unprofessional. I have lost count how many emails I have sent to A****aker (Discovery & Avis) around around this issue and I was under the impression that it would be sorted out. It appears it hasn't been.

Truly unprofessional and trying to call him is also useless for you can never get ahold of the actual person that's dealing with your claim. I've gotten promised call backs which I think out of four promises, I only got one. Which wasn't very fruitful either if I'm still incurring things that went wrong after communicating to this level.