Claim Rejected despite following all the advise by the Broker!!!

Claim rejected and escalated to the Broker who is unable to assist.

I have my kids tablets and laptops insured as part of my household contents and it was covered for accidental damage.

I logged the claim on 14th February 2023 for my kids tablets that fell from the coffee table and the screen cracked. Received notice that the claim was rejected on the 15 February 2023. I immediately escalated to the assigned broker, he gave me feedback saying that the system shows that I asked for a quote on household contents with listed items and then retracted and due to that it is being disputed. I followed the instructions as per the broker advise, messages, voice notes etc. are available to confirm this. on the 20 February I received a message from him saying that Discovery will pay the claim out ex gratia. Then he ignored me for almost an entire month and then out of frustration I ask him to please share the details of he has been dealing with as I will now handle this, I received the details from him only on the 30th March, with a busy work schedule loadshedding overtime I called the call gets cut off and I dont even get the courtesy of a call back!!!

Really disappointing behaviour, ever since I signed up to discovery insure it has been an uphill battle....from getting cash back paid out to a claim approved.