Disappointed

<p>I write this review with mixed feelings. feelings of joy and of disappointment. </p> <p>when I registered the claim for my vehicle, the response I got from Eugenia was very impressive and prompt, everything was processed and authorised within a short time frame and that left me happy. However now that they have relaised that I have a shortfall cover and payout needs to be made to my credit provider, things have come to a halt and I am not receiving any feedback. I received a call from Charlene to explain to me how the short fall works but it made no sense to me as she kept mentioning exclusions. I enquired of these exclusions and she requested Eugenia to contact me to take me through the calculations but that was not done. I sent an email this morning to both Eugenia and Charlene telling them of my findings regarding the exclusions and to my understanding from reading my policy documents, those exclusions do not apply to me. My current problem now is that they are delaying this payout process, which in return is delaying me from getting another vehicle and if this is not resolved soon, my credit provider will be debiting my account for a vehicle that I do not have. I love discovery and I have no regrets for choosing them as my insurer but I am utterly disppointed by the level of reponses. I mentioned that I need everything to be sorted out this week as I will have no means of communication from next week and clearly that is not taken into account. I need this to be resolved soon.</p>