Claims Services and Dq Track

Claim Logged: 20 February 2019 Claim Finalised: 14 March 2019

On 20 February I went through two potholes, which claimed two of my tires and damaged my rims and the floor panel of the car. Discovery phoned me immediately to find out what happened and informed me it was best to let the car be towed in rather than just changing tyres myself and not knowing what the extent of the damage is.

The consultant then arranged for First help to come and tow the car.

First help called me and informed me they will be 20 minutes. After 5 calls to them they only pitched up after 1hour and 30 minutes. When they finally arrived they pitched up with a bakkie instead of a towing truck. Obviously if the car doesn't have 2 tyres a bakkie can't tow it. They then towed the car to auction nation. Absolutely awful and disgraceful service from First Help.

Discovery's emergency agent was excellent and kept on calling to find out how it's going and assisting with First Help.

After phoning discovery everyday I finally got some feedback : The assessor would be going out on 22 February to assess my car and I would have feedback the following Monday or Tuesday. Friday at about 13:00 I phoned Kholofelo again to find out if the car had been assessed only to be informed that my car is standing at the wrong place and will have to be towed to Riverside Autobody and it will then be assessed there.

Okay so eventually after a few calls to the claims consultant the car got towed to Riverside at 16:00 the Friday afternoon.

The following week the assessor went to assess the car on Monday, he called me and asked me what is wrong with the car??? I thought that it is the assessor's job to assess the car not my job to tell him what the problem is.

Finally the claim got authorized and for some reason discovery decided to let Riverside Autobody repair the car even though this is not at all nearby where I stay.

I had to phone riverside every day to find out the progress on my car. In total I made 17 calls to them. They did not one call me to inform me what is going on with my car only sent 2 sms, 1. informing me the car is in the stripping department and 2. waiting for mag wheels to come.

Hazel continuously promised that she will call me with feedback, I'm still awaiting that call from her.

I do understand that the mag wheels took some time but all I asked from Hazel was to give me a timeline as I'm now dependent on someone else's car. She never did answer that question of mine just like she avoided calling me back.

I'm absolutely disgusted in the terrible service I received from discovery this time around. Usually I get excellent service and I'm very disappointed in how this matter was handled.

Riverside Autobody should definitely not be a service provider of discovery as they are a huge embarrassment.

Furthermore on the 13th of March 2019 I tried to track my car and received the following error on DQ Mapper: Your C-Track account was not found. Please contact Discovery Insure on ***. Contacted discovery insure on the 14th of March to find out what is going on. After 10 minutes of holding on the consultant came back to me and informed me she received an email from my ex-husband asking to stop the DQ Track seeing that it is on his policy. When I when off my ex-husbands car insurance also with discovery I asked the consultant what do we need to do about the DQ Track and his answer was nothing everything will go on as normal we will just transfer it to your name. Now one year later my ex-husband sends an email to transfer it to my name and discovery just goes and cancels it completely without even informing me about this. If I had not went on the mapper I would not have known this. Now I have to wait two weeks for discovery to come and reinstall it and I'm losing all my benefits for this month, which is absolutely ridiculous. As far as I know I'm the one paying my insurance policy and I'm the one paying for the Vitality drive. I would love to hear you explanation for this discovery. Just once again bad service from you!