Disappointing Claim Process

Claim Procedure:

I logged my claim procedure with discovery last week. Firstly I am disappointed they use Dent Tech - The claim administrator didnt care that i previously had a bad experience and offered no solutions.

Secondly the entire time I had my policy I thought i Had a premium policy with no excess and all bells and whistles - i would even brag to my friends about this. When i Claim boom R3500 Excess. The consultant offered to relook at the initial call and check the excess. He didnt give me a timeframe and till now i am unsure if i have to pay a excess or not.

Third my car is booked in for repairs - the agent doesnt check with me if i need car hire (Which is on my policy) - I had to email him then he reluctantly says he has arranged it. (Which by arrange he means he will send me an SMS and I need to phone Avis and make arrangements)

Fourth - No communication - my hired car needs to be returned on the 12th May but i have no update on my car repairs. I sent an email to ask claim consultant to: Tshepo Mohatle

Good day Tshepo

Please advise progress on my car... When will repairs be complete? If it won't be complete please advise if my car hire will be extended. it has been more than 72 working hours no feedback on the excess?

thanks Ginelle

Guess what no response. I follow up with a call. Guess what Tshepo says it's Dent Tech Responsibility to keep me updated... He will check if he can extend car hire? Last i checked I pay discovery not sure where in my contract I need to talk to AVIS and DentTech.

I have previously used Outsurance and the communication in their claim process is amazing. Its true what they say the real test of an insurer is at claim stage and if this is the experience i can expect then i rather go back to outsurance.