Dis-satisfaction with the claim management process and appalling service delivery regarding the repair of my Samsung Z fold

• I reported the phone repair issue on the 13th of June (and enquired as to the possibility of a speedy repair / a loan unit being provided during the repair period), • The assigned discovery agent advised me that no loan units were on offer, however the feedback from your designated service provider (Samsung Pretoria Repair Centre) gave promise of a speedy turn around time (which gave me false hope of a speedy turn-around on the phone repair). • On the 14th of June, a repair quote was expedited and after I called the service provider to follow-up as to whether the repair was authorized and I was then informed that the authorization came from the Discovery agent late that day and as such the repair process would be delayed. • From being led to believe that the phone could have been repaired before the long weekend, the proposed completion date was to be early the next week (19th/ 20th June).

After my follow up on mail to you and telecom to the service provider, I then received the following feedback : • The phone repair was supposedly to be affected by latest the 20th of June (and you advised your service provider to make contact for delivery of my repaired phone then) • The service provider then mentioned the need to order other parts and called me about them changing the screen colour to black (otherwise I would have to wait a further few days to possibly the 23rd of June) for my phone to be repaired properly with the original parts / silver colour that I had purchased. • When I then enquired about a loan unit (since the delayed repair was really causing work inconvenience), then I was informed that a loan unit can be made available (and was then expedited, a week after my phone was taken in for repair). • After a follow-up email and call on the 26th of June , I was promised (as the discovery agent was also made aware, being copied on all correspondence with the designated service provider) that my repaired phone will be delivered on the 27th June between 10h00-11h00 (for which I reshuffled work appointments in the hope that I will received my handset and close this matter) • Today, I was asked to supply my phone password (since software updates need to be effected from the service provider side) & after yet another mail follow-up from my side and then a call from Chantelle thereafter( that they are battling to get the phone to work properly and if the technician doesn’t have it right by the next morning, that she would make request to you for a replacement unit instead).

Beside the painstakingly long back and forth I experienced on this claim process, I am appalled at the discrepant information and non-disclosure that is clearly apparent between me (as a client) , the service provider and Discovery Insure personnel concerned.