DM
Dick M
1 reviews | Active since Jul 2011
01 Sept 2025, 11:52
Claim reversal issue
It is a difficult instance to rate. In this one particular instance, where they requested a rating, I claimed for an item which was lost, suspected ****** from my car. DI paid out promptly. I later found the item and requested from Discovery an account to refund them. It took 6 months to resolve this, and after I was finally instructed how to refund them, they would not reverse the claim history and associated risk their side.
Helpful (0)
Replies (2)0
Replies (2)
Discovery Insure's replyOfficial
01 Sept 2025, 12:03Good day ****
Thank you for the feedback and we truly appreciate your honesty regarding informing us about finding the item and repaying us. We'll discuss the concerns you mentioned with the relevant team and provide feedback on this as soon as possible.
Regards
Discovery Insure
Thank you for the feedback and we truly appreciate your honesty regarding informing us about finding the item and repaying us. We'll discuss the concerns you mentioned with the relevant team and provide feedback on this as soon as possible.
Regards
Discovery Insure
Discovery Insure's reply01 Sept 2025, 12:03
Official
Good day ****
Thank you for the feedback and we truly appreciate your honesty regarding informing us about finding the item and repaying us. We'll discuss the concerns you mentioned with the relevant team and provide feedback on this as soon as possible.
Regards
Discovery Insure
Thank you for the feedback and we truly appreciate your honesty regarding informing us about finding the item and repaying us. We'll discuss the concerns you mentioned with the relevant team and provide feedback on this as soon as possible.
Regards
Discovery Insure
Discovery Insure's replyOfficial
15 Sept 2025, 13:07Good day ****
Thank you again for reaching out to us and for your patience while we investigated your concerns regarding us not reversing your claim history and the associated risk. POPIA and Ombudsman’s requirements are that we maintain a complete, accurate and unaltered history of your policy lifetime with us. This includes every interaction you’ve had with us, from quote stage to cancellation in order to provide a level of protection for both parties in the event of a dispute. As claims form part of your history, we cannot remove any, whether valid or not as that would breach the requirements.
However, part of the requirements is that we keep accurate notes on every interaction. We can confirm that as soon as our Claims team received confirmation of your refund, detailed notes were recorded on your claim explicitly stating this.
Also, our Claims team reversed the associated claims payment, reducing it to a R0.00 claims paid amount for this claim. The total claims paid amount, not the number of claims, is what our Pricing team use every year to calculate your Loss Ratio which is then used to calculate your renewal premium. So, even though your claim history reflects the claim, the financial risk associated with it has been removed.
While we realise this is not exactly the answer you wanted, we hope we’ve been able to adequately set your mind at ease on this issue.
Regards
Discovery Insure
Thank you again for reaching out to us and for your patience while we investigated your concerns regarding us not reversing your claim history and the associated risk. POPIA and Ombudsman’s requirements are that we maintain a complete, accurate and unaltered history of your policy lifetime with us. This includes every interaction you’ve had with us, from quote stage to cancellation in order to provide a level of protection for both parties in the event of a dispute. As claims form part of your history, we cannot remove any, whether valid or not as that would breach the requirements.
However, part of the requirements is that we keep accurate notes on every interaction. We can confirm that as soon as our Claims team received confirmation of your refund, detailed notes were recorded on your claim explicitly stating this.
Also, our Claims team reversed the associated claims payment, reducing it to a R0.00 claims paid amount for this claim. The total claims paid amount, not the number of claims, is what our Pricing team use every year to calculate your Loss Ratio which is then used to calculate your renewal premium. So, even though your claim history reflects the claim, the financial risk associated with it has been removed.
While we realise this is not exactly the answer you wanted, we hope we’ve been able to adequately set your mind at ease on this issue.
Regards
Discovery Insure
Discovery Insure's reply15 Sept 2025, 13:07
Official
Good day ****
Thank you again for reaching out to us and for your patience while we investigated your concerns regarding us not reversing your claim history and the associated risk. POPIA and Ombudsman’s requirements are that we maintain a complete, accurate and unaltered history of your policy lifetime with us. This includes every interaction you’ve had with us, from quote stage to cancellation in order to provide a level of protection for both parties in the event of a dispute. As claims form part of your history, we cannot remove any, whether valid or not as that would breach the requirements.
However, part of the requirements is that we keep accurate notes on every interaction. We can confirm that as soon as our Claims team received confirmation of your refund, detailed notes were recorded on your claim explicitly stating this.
Also, our Claims team reversed the associated claims payment, reducing it to a R0.00 claims paid amount for this claim. The total claims paid amount, not the number of claims, is what our Pricing team use every year to calculate your Loss Ratio which is then used to calculate your renewal premium. So, even though your claim history reflects the claim, the financial risk associated with it has been removed.
While we realise this is not exactly the answer you wanted, we hope we’ve been able to adequately set your mind at ease on this issue.
Regards
Discovery Insure
Thank you again for reaching out to us and for your patience while we investigated your concerns regarding us not reversing your claim history and the associated risk. POPIA and Ombudsman’s requirements are that we maintain a complete, accurate and unaltered history of your policy lifetime with us. This includes every interaction you’ve had with us, from quote stage to cancellation in order to provide a level of protection for both parties in the event of a dispute. As claims form part of your history, we cannot remove any, whether valid or not as that would breach the requirements.
However, part of the requirements is that we keep accurate notes on every interaction. We can confirm that as soon as our Claims team received confirmation of your refund, detailed notes were recorded on your claim explicitly stating this.
Also, our Claims team reversed the associated claims payment, reducing it to a R0.00 claims paid amount for this claim. The total claims paid amount, not the number of claims, is what our Pricing team use every year to calculate your Loss Ratio which is then used to calculate your renewal premium. So, even though your claim history reflects the claim, the financial risk associated with it has been removed.
While we realise this is not exactly the answer you wanted, we hope we’ve been able to adequately set your mind at ease on this issue.
Regards
Discovery Insure