Complaint Bad service

Dear Peter Please see my complaint following Discovery insure. We phoned several times and mailed over 4 times;ref nr : ********** 751, ********** 849, ********** 672, ********** 692, ********** 634. Every time they told me agent will phone me back. And then Discovery do not return to our compliant. Please assist us with this matter. Kind regards September 5 Dear Mr Du Toit Thank you for your email. We have referred your query to the complaints team for further assistance. Reference no. ********** 751

Regards Lerato Jc Seshabela Vitalitydrive October 16 Good day Thank you for your email. Your query will be handled by one of our dedicated agents. Your reference number is: ********** 849 If you need further assistance, you can call us on ***or visit the Discovery website at www.discovery.co.za This is an automated message. Please do not reply to this email. Regards Discovery Insure October 17 Dear Anton Thank you for contacting us. Please be advised that we have referred your query to the relevant department, the DQ-Track and the Claims teams will contact you to assist. If you have any questions on your plan please email ********** or call us on ***. Remember you can visit www.discovery.co.za and log in to view your latest Discovery Insure Plan schedule. Kind regards Mk Kubheka Discovery Insure 20 October 2018 Dear Mr du Toit Thank you for your email. Please provide us with your policy or ID number for us to assist further. Your reference number is ********** 672 Regards Chris Mphuthi Vitalitydrive Good day,

We are not satisfied with the service we have received regarding our vehicle insurance policy. We purchased a brand new vehicle on 21 July 2018 and we have decided on the Discovery Classic insurance package as we are already on a Discovery Medical Aid. Which made a lot of sense at the time and the sale of policy was seamless and very efficient. However we had a really hard time having the tracking unit installed partly because we live in a remote region but as per the sales team this was not a problem and we would have the tracking unit installed a week after purchase, we just need to make a booking otherwise our vehicle would not be insured.

We have made a booking well in advance and followed up a few times. The tracking unit was finally installed on 3 September 2018. Once the unit was installed, the vehicle gave us error messages and the locking system was faulty placing us in danger and also considering we especially purchased a new vehicle for peace of mind. We phoned the tracking company and the advised it could not be something they did. We then decided to rather take the vehicle to a manufacturing dealer in order not jeopardize the warranty of the vehicle. We could not carry on driving the vehicle with the error messages and we had great difficulty with transport as this is our only vehicle. I had to take 2 days off work to take the vehicle to the closest dealership. After an extensive search, many hours of labour and looking for faulty parts on the vehicle, ordering parts in which might have caused the problem etc. The dealership advised it was due to the tracking device not being installed correctly and one of the plugs not plugged into the battery of the vehicle, which caused the error messages and causing us all this drama. Secondly we had a third party accident ,damage to our bumber. We stay in Limpopo and discovery made an appointment to fix our bakkie in Pretoria West. How is this we cannot just drive to Pretoria, We arraigned that I will fix the bakkie myself for The Quote of R8900 and that the Excess fee will be claimed from the third party. We waited almost a month for the money but only received the R5400. And I payed the rest. We are still waiting. for the excess fee pf R3500 from the third party. I phoned discovery several times and you told me Legal department are still busy with the process. Three week later I phoned again and the claim department told me They dont' have the policy nr, where we already gave them it a month ago.

We feel that the service we received is unacceptable as we are paying quite a bit on the insurance policy and to wait more than a month for a compulsory tracking unit and then the installation thereof is a further inconvenience to the situation. We are strongly reconsidering if we made the right decision in joining Discovery Insure. Regards Anton du Toit

Good day Thank you for your email. Your query will be handled by one of our dedicated agents. Your reference number is: ********** 692 If you need further assistance, you can call us on ***or visit the Discovery website at www.discovery.co.za This is an automated message. Please do not reply to this email. Regards Discovery Insure Please respond as you told me. This is now the third time you sended me this same message. "Dear Anton Du Toit Thank you for your email. Please be advised we have sent your email to our complaints handler, the relevant department will be in contact with you as soon as possible . Refer number : ********** 634 "

Regards Mpumi Ndebele Vitalitydrive Good day, We are not satisfied with the service we have received regarding our vehicle insurance policy. We purchased a brand new vehicle on 21 July 2018 and we have decided on the Discovery Classic insurance package as we are already on a Discovery Medical Aid. Which made a lot of sense at the time and the sale of policy was seamless and very efficient. However we had a really hard time having the tracking unit installed partly because we live in a remote region but as per the sales team this was not a problem and we would have the tracking unit installed a week after purchase, we just need to make a booking otherwise our vehicle would not be insured. We have made a booking well in advance and followed up a few times. The tracking unit was finally installed on 3 September 2018. Once the unit was installed, the vehicle gave us error messages and the locking system was faulty placing us in danger and also considering we especially purchased a new vehicle for peace of mind. We phoned the tracking company and the advised it could not be something they did. We then decided to rather take the vehicle to a manufacturing dealer in order not jeopardise the warranty of the vehicle. We could not carry on driving the vehicle with the error messages and we had great difficulty with transport as this is our only vehicle. I had to take 2 days off work to take the vehicle to the closest dealership. After an extensive search, many hours of labour and looking for faulty parts on the vehicle, ordering parts in which might have caused the problem etc. The dealership advised it was due to the tracking device not being installed correctly and one of the plugs not plugged into the battery of the vehicle, which caused the error messages and causing us all this drama. We feel that the service we received is unacceptable as we are paying quite a bit on the insurance policy and to wait more than a month for a compulsory tracking unit and then the installation thereof is a further inconvenience to the situation. We are strongly reconsidering if we made the right decision in joining Discovery Insure. Regards Anton du Toit