CUSTOMER RELATIONS AND COMPANY VALUES MATTER TO DISCOVERY INSURE

Just over a week ago I posted a review on Hello Peter regarding my ordeal with Discovery Insure. To my surprise it didn't even take them a day to respond. This clearly shows that Discovery Monitors these platforms to ensure that customers recieve the best service possible. They are committed to improving their customer experience and most importantly ensuring that their image and reputation is in tact and up to standard in relation to other insurers. I am impressed! The next day I had the Customer Relations Manager Thami contacting me to give ear to my concerns. After going through my review they offered to resolve my issue. That is not the surprising part. What impressed me the most were the values that permeated our conversation. That is, their programme to create "good and safe drivers" ; "taking care" of your vehicle to ensure "maximum use and safety" ; the "quality of workmanship an service" expected from autobody dealers and road side assistance, and most importantly "the safety, security and quick response" to clients when they are involved in accidents. After having detailed my experience, my review was used as an opportunity to learn how to improve the customer experience during accidents. I was assured that, that was not the way Discovery deals with their customers and that they had contacted the individuals responsible to investigate where they went wrong in order to improve. Many of my concerns were escalated and what was important to Thami was that he retains me as a customer and that our relationship continues well into the future. Which I appreciated alot. He was attentive and made sure that my concerns were taken care of. During the conversation he was saddened that I had not experienced the standard of service that they usually offer and reiterated the benefits of the product and service that I initially had to experience. What I realized was that it was not Discovery itself that was at fault, instead it was issues with the contractors (autobody company, towing company, assessors) who were not living up to their expectations and standards. Usually these issues go unnoticed, until they are raised. I had received updates and feedback calls day after day to assure me that my matter was dealt with in the quickest way possible. After having noted these issues they didn't want me to continue going through the ups and downs with these contractors, they discussed a way forward and within 72 hours paid out my claims and I am now well on my way to get the outstanding repairs on my vehicle repaired. Another thing worth noting was that they would use all their means to fight for me after I had been wronged. I felt protected and valued. They even assured to continue providing legal and other mediation services even after I encounter any issues with my vehicle in the future. That is, should it be related to the promises and work standards of their contractors. I am most grateful for this. I would like to thank Thami and his team for going well out their way to have my issues resolved. I am now content and assured that I will recieve the standard of service and product benefits that I originally signed up for. Here's to many more years with Discovery Insure. Thank you. You guys really took time to understand, listen and meet, if not, exceed my needs and expectations. Thank you!!!