Claim still unpaid due to rude discovery claims agent. Weeks later and I'm still. waiting.

This is summary of events around my claim

I logged a claim with a gentleman named Thabang/Thabiso. He was extremely rude and kept trying to divert from taking my claim saying that Discovery will not pay for my specific incident. I then had a verbal altercation with him explaining that Discovery has paid for this specific type of damage twice before. So why wouldn't it now.

I then then continued to give him my statement(which to my amazement now) was taken down incorrectly. When we had completed with the claim, I requested a vehicle to enable me to make sure that the vehicle could go to Audi Hatfield, he rudely then asked why I wanted a courtesy vehicle because I have other cars. I then answered telling him that I need it and I am paying for it, when I asked if there was an issue he retracted and said he would organise and I would get a call. 3 hours later, I had received no email or call from Discovery with regards to the car, therefore I sent an email to Thabang/Thabiso, which bounced back as the email could not be found. I then called again and was told the correct department would contact me.

This didn't happen till I received an email from a gentleman called Suggester at 08:50 the following morning, requesting my contact number. I wasn't able to then take the vehicle in and had to schedule another time to. do so. I then found space at Audi Menlyn and took the vehicle there. I called and spoke to a lady and asked her to send an assessor there, she then told me that my claim had been closed, which was surprising to me. But reopened it and she said she would let the person handling my claim know. (My discovery dashboard still shows it as closed till. today)

Some time went by and I received a call from my service adviser at Audi stating that no Assessor had gone. I then phoned and spoke to another lady who then stated that the Assessor would be sent, I then asked her to take over my claim as I couldn't reach Thabang to which she said she can't.

Finally after speaking to a gent called Desmond, the assessor was able to go see the vehicle. No feedback was given though up till my service advisor at Audi called asking. I then stated to him that I didnt know and thought that discovery had probably given Audi the go ahead seeing I hadn't heard from them.

I then called Discovery again and spoke to a lady, I think her name was Buyi. If my memory serves me correct, I may have spoke to another lady before Buyi who couldn't assist me. Nonetheless, I was told that the Assessor stated that they couldn't see any damage and therefore the claim wouldn't be paid. I further asked why not as this had happened prior and discovery has paid, why not now. A coherent answer couldn't be given and after a long discussion I requested another assessor. She then said a specialist would be sent.

I then received a call from my Service advisor stating that nobody had come, I then called once again and spoke to a gentleman named Tshepo who was extremely helpful. I even sent him the report from Audi stating that this is water damage. A "specialist investigator" was then sent.

To my bewilderment, my Service advisor calls to tell me that he doesn't think Discovery will pay for the vehicle, When I asked him why, he says the incident statement that he has, which is the incident statement that I gave Thabang/Thabiso, doesn't state that the vehicle went through water. Therefore my statement to Audi and to Discovery don't match. This angered me and I then sent an email to Tshepo requesting a call back, I still haven't received a call. I then called Discovery once again and spoke to a gentleman named Solly Mphela. I initially requested my telephone call between myself and Thabang/Thabiso so I have record of what was said. I then queried what I heard from my service advisor and was told that that Thabang/ Thabiso hadn't received the latest assessor report yet. So I still wait, not knowing the outcome. I also requested to speak to a manager or supervisor and was given the email address for a person by the name Amina.

To further add, I've asked EVERY single person who's spoken to me. to take over my case or hand it over to management and they all refused saying they wouldn't be able to. After speaking to Solly, this is the first time that I've been given the managers details which in my opinion is appalling.

I've also requested that they extend my vehicle as these unnecessary delays have not been of my doing. I will now be without a vehicle for an extended period due to Discovery and not myself. Thus meaning I. will incur further costs due to this. I've had to continuously call and follow up on my case and literally get Discovery to attend to my claim.

If anyone can assist me with the contact details for the Ombudsman, as I feel I'm being unfairly treated. For 6 years the the premiums have been paid with absolutely no hassle, but now that I require assistance, they can't help.

I will forward this write-up to the manager and await a response. Feedback will be given, if I am assisted.