COMPLAINT

Mr S.L Khumalo Cell : ********** 831 ID : 720 ********** 086 Claim Number : ********** Policy Number : ********** 093

I would like to express my utmost dissatisfaction with Discovery Insure. I have been with the insurance since February 2018 and this is my first claim. I had it under good advice that Discovery Insure was worthy my premium, little did I know I would be dealing with such inconsistency and lack of presence from this so called giant of a company.

ORDER OF EVENTS On 08 March 2019 at 19:20 I had an accident on an unnamed road in Madadeni Location. The weather condition was extreme with heavy rain and windy on that day when I collide with a big dog. I stopped on the side of the road and upon inspecting the car. I found that the quarter of the right front side of the bumper got damaged and the fog light. Further to my inspection I saw an oil as the piece of the bumper was on the road. I saw the oil came from the oil cooler. The oil cooler is situated on the right side of the vehicle between the bumper and the wheel. (Photo attached) When the bumper broke it damaged the oil cooler. I felt it was not safe to drive the car and I got help of my friends who came to the scene. We push the car to my parents’ house. I packed the car and the following day that was 2019 – 03 – 09. I reported the accident at the police station. I then call Discovery and I was told that the claim personals are not working on weekends. I must call on Monday 2019 – 03 – 11 and I did call on Monday. I explained what happened. They send a tow truck and my car was to the Panel Beater.

On the same week I call Discovery to ask as they told me they will send an assessor. I was told that the assessor will come I must be patient. The following week I call again and I was told the assessor will contact me.

I then went to the Panel Beater to make enquiries about my car and they said to me they are waiting for Discovery approval I asked them the quote and they gave it to me. Almost after two weeks the assessor call and wanted to visit the scene. I took him to the scene and he asked me the wreckage on the side on the side of road. I did not know that I was supposed to take it with me. He then told me that there was no blood or hair on the vehicle from the dog. Again I was surprised and shocked that after almost two weeks this man is asking dog blood or hair when my car was damaged. I then reply by saying it was raining heavy on the day of an accident. I got a sense that this man was unhelpful with regard to my claim. He display a negative attitude and show no interest whatsoever

I told that the assessor, the amount quoted was exorbitant, there were things quoted for which are in good condition on the car. First, the head light was not damaged and secondly, three (3) hub caps I removed in the presence of the tow truck driver and one was left on the wheel. See tow truck receipt, that only one went with the car (receipt attached) and see the quote.

Discovery Insure is continuing to do business with that Panel Beater despite this and nothing I believe was done with the Panel Beater. Discovery elect to cancel my policy without consulting me. What is the point of having an insurance if it don’t work, my claim is not honoured and assessment is not thoroughly done and approved? On the 30 April 2019 the assessor told me that I must collect an e-mail from Miss Padayachee who work at the South African Police Service in Newcastle at Human Resource Management. And the e-mail basically said: my claim was rejected and cancellation of my policy. There was no discussion between myself and assessor as stated on the e-mail. This is my personal matter between myself and Discovery insure, He offended me to send it to my work place. Further to the e-mail it was said I must collect my car within seven days at my own cost. I did go to the Panel Beater with the tow truck and I was told that Discovery has not yet paid the tow service and storage up until today I was also told that an e-mail was send to Discovery for payment by the Panel Beater. I paid a lot of money to you guys and I expected quality service, but it seems like you try to your best not pay for damages. The level of service and distress I have been subjected to by your company is second-rate and unfair. Less than 10 percent communication with the assessor. I am sure it’s cost saving for you, however it’s an inconvenience for me as a customer.

REQUEST AND REVIEW Please may Discovery review the claim and also can a different assessor be assigned to the case, as I am of the view that the current assessor did not provide me with a fair assessment. The feedback from him as well as that I should do whatever I see befitting regarding the claim and that he will be cancelling my insurance. I found this totally disconcerting.

To this day my car is still stuck at the Panel Beater (recommended and towed by them to that place) I was told I need to go and collect my vehicle and tow it back to my house at my own cost. When initially had it in my garage prior to your company fetching it from my house to take it to the Panel Beater: Wow at my own cost. It has been three months since my claim and Discovery Insure is making my life extremely difficult as I have to put up with the back and forth and the inconvenience of not having my vehicle. I currently have an operation on my knee and on that day of an operation that is 2019 – 05 – 28 at 10:34 I was call by Sylvester from your company telling me that they will do another quote and I told him that he must call me at 14:30 s I was going into the theatre for an operation. He was calling on this number ********** . He never call again and I tried this number but it was not going through several times. It is such an inconvenience for me to have to take public transport or ask for lifts from friends. I truly expected more from Discovery Insure as a whole.

_______________ Mr S.L Khumalo (your client)

Mr S.L Khumalo Cell : ********** 831 ID : 720 ********** 086 Claim Number : ********** Policy Number : ********** 093

I would like to express my utmost dissatisfaction with Discovery Insure. I have been with the insurance since February 2018 and this is my first claim. I had it under good advice that Discovery Insure was worthy my premium, little did I know I would be dealing with such inconsistency and lack of presence from this so called giant of a company.

ORDER OF EVENTS On 08 March 2019 at 19:20 I had an accident on an unnamed road in Madadeni Location. The weather condition was extreme with heavy rain and windy on that day when I collide with a big dog. I stopped on the side of the road and upon inspecting the car. I found that the quarter of the right front side of the bumper got damaged and the fog light. Further to my inspection I saw an oil as the piece of the bumper was on the road. I saw the oil came from the oil cooler. The oil cooler is situated on the right side of the vehicle between the bumper and the wheel. (Photo attached) When the bumper broke it damaged the oil cooler. I felt it was not safe to drive the car and I got help of my friends who came to the scene. We push the car to my parents’ house. I packed the car and the following day that was 2019 – 03 – 09. I reported the accident at the police station. I then call Discovery and I was told that the claim personals are not working on weekends. I must call on Monday 2019 – 03 – 11 and I did call on Monday. I explained what happened. They send a tow truck and my car was to the Panel Beater.

On the same week I call Discovery to ask as they told me they will send an assessor. I was told that the assessor will come I must be patient. The following week I call again and I was told the assessor will contact me.

I then went to the Panel Beater to make enquiries about my car and they said to me they are waiting for Discovery approval I asked them the quote and they gave it to me. Almost after two weeks the assessor call and wanted to visit the scene. I took him to the scene and he asked me the wreckage on the side on the side of road. I did not know that I was supposed to take it with me. He then told me that there was no blood or hair on the vehicle from the dog. Again I was surprised and shocked that after almost two weeks this man is asking dog blood or hair when my car was damaged. I then reply by saying it was raining heavy on the day of an accident. I got a sense that this man was unhelpful with regard to my claim. He display a negative attitude and show no interest whatsoever

I told that the assessor, the amount quoted was exorbitant, there were things quoted for which are in good condition on the car. First, the head light was not damaged and secondly, three (3) hub caps I removed in the presence of the tow truck driver and one was left on the wheel. See tow truck receipt, that only one went with the car (receipt attached) and see the quote.

Discovery Insure is continuing to do business with that Panel Beater despite this and nothing I believe was done with the Panel Beater. Discovery elect to cancel my policy without consulting me. What is the point of having an insurance if it don’t work, my claim is not honoured and assessment is not thoroughly done and approved? On the 30 April 2019 the assessor told me that I must collect an e-mail from Miss Padayachee who work at the South African Police Service in Newcastle at Human Resource Management. And the e-mail basically said: my claim was rejected and cancellation of my policy. There was no discussion between myself and assessor as stated on the e-mail. This is my personal matter between myself and Discovery insure, He offended me to send it to my work place. Further to the e-mail it was said I must collect my car within seven days at my own cost. I did go to the Panel Beater with the tow truck and I was told that Discovery has not yet paid the tow service and storage up until today I was also told that an e-mail was send to Discovery for payment by the Panel Beater. I paid a lot of money to you guys and I expected quality service, but it seems like you try to your best not pay for damages. The level of service and distress I have been subjected to by your company is second-rate and unfair. Less than 10 percent communication with the assessor. I am sure it’s cost saving for you, however it’s an inconvenience for me as a customer.

REQUEST AND REVIEW Please may Discovery review the claim and also can a different assessor be assigned to the case, as I am of the view that the current assessor did not provide me with a fair assessment. The feedback from him as well as that I should do whatever I see befitting regarding the claim and that he will be cancelling my insurance. I found this totally disconcerting.

To this day my car is still stuck at the Panel Beater (recommended and towed by them to that place) I was told I need to go and collect my vehicle and tow it back to my house at my own cost. When initially had it in my garage prior to your company fetching it from my house to take it to the Panel Beater: Wow at my own cost. It has been three months since my claim and Discovery Insure is making my life extremely difficult as I have to put up with the back and forth and the inconvenience of not having my vehicle. I currently have an operation on my knee and on that day of an operation that is 2019 – 05 – 28 at 10:34 I was call by Sylvester from your company telling me that they will do another quote and I told him that he must call me at 14:30 s I was going into the theatre for an operation. He was calling on this number ********** . He never call again and I tried this number but it was not going through several times. It is such an inconvenience for me to have to take public transport or ask for lifts from friends. I truly expected more from Discovery Insure as a whole.

_______________ Mr S.L Khumalo (your client)