Disappointed

To whom it may concern.

On the 10th of November My Partner and I were hijacked in Horizon view , near the Horizonview centre. We received help from the Horizon View restaurant Rocco Mamas and reported the incident to the Police from the restuarant. We immediately contacted Insure when we got home to report the incident and was assisted by a lady called Sue (whom I assume is the one who Logged a claim on our behalf , as we received claim info the following morning. She kept calling us that night to find out if everything was okay and if we are home safe, which is highly appreciated.

After receiving the text with our claim number and claims consultant (Irish Shwai), no contact was done from his side. I had to call in to get information on who is handling the claim , what the Process will be thereof and what we should do next (still with no communication from our claims handler. We have been communicating with a lady by the name of Nomabli who has been great help and giving us feedback.

My Concern about the way the claim has been handled is the fact that , the assessor and Claims handler that are assigned to this claim are insensitive to the fact that this was a highjack. No Trauma Counselling was offered immediately until we had to respond to a distasteful email from the assessor about the vents around the incident. After the vehicle was recovered , we stressed how important it is that the vehicle needs to be uplifted from the Lanasia VIS storage as it is not safe for vehicle’s to be there. On Monday The 18th of November , our consultant advised us that the vehicle was Uplifted and taken to assess it. To our surprize - We received a call on Thursday from Paul Weber, advising that the vehicle is only being uplifted then! Throughout all of this , there is no communication between ourselves and the claims handler. Whenever we call to speak to him, his not available.

It is with great disappointment that I would have to actually complain about Discovery , I have worked for the company for years and still promote it after so long.