Claim process nightmare!!

I received excellent service from Discovery Life and decided to move all my short term and long term insurance and medical aid for both my personal and business to Discovery.

On 12 February '18 my wife was in an motor vehicle accident and the claim was approved. The approval was sent via email on 22 February 2018. The document included a link where progress to repair work can be tracked, which never worked as the completion date was prior to the date my vehicle was booked in for repairs. The estimated repair time was however given as 7 days. Percy was also allocated as my claims administrator and his/her contact details was given on the approval document. I have recorded more that 50 telephone calls where I have tried to get hold of Percy without success. I have also sent him/her 18 email to which he/she responded to one.

After 3 months (keep in mind 7 day repair estimate) of continually harassing Discovery's claims and quality control division in order to get hold of Percy, I was contacted by a claims team leader by the name of Jatine (apologies for spelling) on 10 May 20018 who agreed to the following: 1. He will personally see that my vehicle repair gets prioritized and apologized for the lack of communication; 2. He will send me photographs of my vehicle once repaired, prior to me arranging for it to be collected 3. He will personally investigate how this claim was handled.

The same day (10 May 2018) that Jatine contacted me I received a call from Calvin who forms part of the quality control team stating that they need to repair the mag wheel and the vehicle should be ready for collection latest 14 May 2018 and agreed to send me photographs of the vehicle repairs as discussed with Jatine. I have not heard from them since. I have tried to contacted Jatine numerous times on 17 and 18 May 2018 and left messages on the landline voice message system as well as messages with Bianca and Dominique at the claims department.

I contacted Calvin on 18 May 2018 and he was very surprised that I have not yet received my vehicle, even though he was responsible for doing the quality and control and should therefore be aware (according to me). He said he does not know the repair status but he will contact me back. He phoned me back about 30 mins later stating that the repairer said the vehicle has been repaired. When I asked Calvin what happened to our agreement he simply states that he does not work for claims department and could not answer my question as to why I have not received the photographs or any further communication.

I sent my wife to collect the vehicle today (19 May 2018), and according to the repairer Discovery's quality control department did sign off on the vehicle but they were unable to supply me with copies as "he did not know where they are" (very suspicious). The repaired also said that the vehicle was ready for collection on 11 May 2018 and that they have contacted Discovery numerous times informing them that the vehicle is ready for collection.

During the 3 months that my vehicle have been in for repair work that was estimated to be 7 day I have received 2 emails form Discovery (Percy) of which one was the claim approval and the other a response to an email of mine. I have also received 2 telephone calls from Jatine on 10 may 2018 and 3 telephone calls from Calvin. I have on the other end called more that 50 times and sent 19 emails to 6 people at Discovery, of which I have read receipts and a single response.

I am of the opinion that due process was not followed in handling of this claim and it felt as if I was contentiously ignored. The service received was pathetic and I have instructed my broker to move all my personal and business policies from Discovery.

Never again!!