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LS
Lungiswa S

1 reviews | Active since Sept 2021

07 Aug 2025, 11:05

Disappointed with Discovery Insure’s Misleading Reward Policy

Discovery Insure Misled Me About My IFA Savings Payout

When I called Discovery Insure to inform them that I would be selling my car, I specifically asked what would happen to my IFA savings. I was clearly told that at month-end, everything would be paid back to me. However, after cancelling my policy, they suddenly claimed that according to their "policy," I only qualify for the payout if I had been insured with them for more than 3 years—a rule they never mentioned before.

To make matters worse, all my Drive Points accumulated from 2024 until now—money I rightfully earned through safe driving—were completely forfeited because I cancelled my insurance. This is deceptive and unfair. If you’re using the IFA option, I strongly advise switching to the monthly payback to avoid losing your rewards.

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Replies (9)
Discovery Insure
Discovery Insure's reply07 Aug 2025, 11:13
Official
Hi Lungiswa

Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience caused. To assist you further with your concerns regarding the IFA savings payout and Drive Points, could you please provide your ID number or policy number? This will allow us to investigate the issue more thoroughly and provide you with an accurate response.

We appreciate your patience and look forward to resolving this matter promptly.

Regards
Discovery Insure
LS
Lungiswa S's update07 Aug 2025, 11:29
Reviewer Update
Plan #***
LS
Lungiswa S's update07 Aug 2025, 12:01
Reviewer Update
Your response confirms my complaint: You are only now disclosing this policy after I’ve already lost my savings. This was never communicated to me when it mattered.
Let me be clear:
  • I proactively called your team to ask what would happen to my IFA savings and Drive Points before cancelling.
  • Your agent **** to me—they explicitly said my rewards would be paid out at month-end.
  • At no point was Clause 3.6 mentioned, nor was I warned that cancelling would wipe out months of earned rewards.

Key Issues with Your Response:
  1. No Prior Disclosure of Forfeiture Policy
    • At no point during my sign-up or when I called to confirm my payout was Clause 3.6 properly explained. Had I known that cancelling would result in losing months of earned Drive Points and IFA savings, I would have switched to monthly payouts immediately or use the funds.
    • Where in your communication was this clearly stated before enforcement?
  2. Contradictory Verbal Assurance
    • This misinformation directly influenced my decision.
    • Why was I given incorrect information if this policy is so clearly defined?
  3. Unfair Retroactive Application
    • A policy that retroactively confiscates earned rewards—without clear upfront disclosure—is ********* and punitive. If this is indeed standard practice, it should be boldly communicated at the start, not buried in fine print.
This is not just poor communication—it’s dishonesty. You had every opportunity to explain this policy when I asked directly, but instead, I was given false assurances. A policy buried in fine print does not excuse misleading your customers.
LS
Lungiswa S's update07 Aug 2025, 13:08
Reviewer Update
Dear Discovery Insure,
I acknowledge your response indicating that my complaint is being reviewed. To ensure this matter is resolved transparently, I require:
  • A dated commitment for when your investigation will be concluded,

N.B : I reserve all rights to pursue further action should your resolution fail to address:
  • The agent's misrepresentation
  • The complete lack of prior disclosure about forfeiture terms

Ngiyabonga, nibenosuku oluhle.
Discovery Insure
Discovery Insure's reply07 Aug 2025, 13:15
Official
Hi Lungiswa

Thank you for your message. Please be assured that our team is actively working on your case and is committed to providing a thorough resolution. We kindly ask for your patience and request approximately 24-48 hours to complete our investigation.

We appreciate your understanding and will keep you updated on the progress.

Regards
Discovery Insure
LS
Lungiswa S's update12 Aug 2025, 12:31
Reviewer Update
Apologies I was driving, Please advise why it is reduced?
LS
Lungiswa S's update13 Aug 2025, 15:15
Reviewer Update
Dear Discovery Insure Team,

Thank you for your email dated 12 August 2025 and for processing the refund of R1,358.44. I appreciate your prompt resolution of this matter.
However, I would like to kindly request clarification on the refund amount. According to my records, the total amount was R2,716 (excluding August’s driving record). Could you please explain how the refund amount of R1,358.44 was calculated?
I want to ensure I fully understand the breakdown to reconcile my records accurately.
Thank you for your assistance, and I look forward to your response.
Best regards,
Lungiswa
LS
Lungiswa S's update13 Aug 2025, 15:46
Reviewer Update
Dear Discovery Insure Team,

Thank you for your response. I appreciate the explanation about receiving 50% of my available balance upon cancellation.
However, I seek further clarification on the following:
  1. August Penalty: My August driving record was reportedly cancelled at 100% (full points). How does this align with the 50% refund policy?
  2. Double Impact: It appears I’m being penalized twice—once for August’s driving (100%) and again via the 50% balance reduction. Could you kindly explain the rationale behind this?
For transparency, I’d appreciate:
  • A breakdown of the R2,716 total deduction (excluding August) vs. the R1,358.44 refund.

Thank you for your assistance in helping me understand these calculations.
Regards,
Lungiswa
LS
Lungiswa S's update13 Aug 2025, 15:50
Reviewer Update
Dear Discovery Insure Team,

Thank you for your response. I appreciate the explanation about receiving 50% of my available balance upon cancellation.

However, I seek further clarification on the following:
  1. August Penalty: My July driving record was reportedly canceled at 100% (full Points). How does this align with the 50% refund policy?
  2. Double Impact: It appears I’m being penalized twice—once for July’s driving (100%) and again via the 50% balance reduction. Could you kindly explain the rationale behind this?
For transparency, I’d appreciate:
  • A breakdown of the R2,716 total deduction (excluding July) vs. the R1,358.44 refund.

Thank you for your assistance in helping me understand these calculations.
Regards,
Lungiswa