Delayed Claim Handling and Ongoing Property Damage

To whom it may concern,

I am lodging a formal and serious complaint regarding the unacceptable handling of my insurance claim by Discovery Insure.

I contacted Discovery Insure on 29 March to report an urgent claim relating to bursting pipes / geyser / storm peril, after discovering that water was leaking into multiple rooms in my property. During that initial call, I made it explicitly clear that this was an active and ongoing water leak causing immediate and progressive damage to my home.

Despite the seriousness of the situation, the assessor or service provider only arrived on 31 March, two days later, merely to inspect the leak. By that point, and even now, the property has continued flooding and the damage has worsened significantly.

Today is 2 April, and the matter still has not been resolved.

At this stage:

- The water is still leaking - Multiple areas of my property continue to sustain damage - The building is suffering ongoing and preventable resultant damage - I have received no meaningful update - I have received no clear communication - I have received no resolution - I am effectively being left in limbo while my property continues to deteriorate

This level of delay and lack of urgency is completely unacceptable for an insurer of Discovery’s standing, especially where the damage is active, worsening, and clearly time-sensitive. Every hour that passes without intervention increases the extent of the damage and the eventual cost of the claim, all of which could and should have been mitigated much sooner.

What is particularly alarming is that I have both my vehicles and household contents insured with Discovery Insure, yet at this moment I have absolutely no confidence in Discovery’s ability to respond when it matters most. Frankly, I shudder to think what would happen if another serious incident were to occur while I am still waiting for basic assistance on this claim.

Insurance exists for moments exactly like this, and Discovery has failed me at a time when urgent action, communication, and support were required. Instead, I have been left watching my property suffer ongoing damage while receiving virtually no assistance or reassurance.

I require the following as a matter of urgency:

1. Immediate escalation of this claim to senior management 2. Urgent intervention to stop the leak and prevent any further damage 3. Immediate confirmation of what remedial action will be taken and by when 4. A full explanation for the delays, lack of communication, and failure to act with urgency 5. Confirmation that all resultant and ongoing damages caused by this delay will be fully noted and addressed

Please treat this as a formal complaint and an urgent request for immediate action.

If this matter is not resolved without further delay, I will have no choice but to escalate it further through the appropriate formal channels, as the service I have received thus far is wholly unacceptable and far below what any policyholder should reasonably expect.

I expect a prompt response and immediate action.