Discovery Car Insurance Poor Service

I submitted car insurance claim with Discovery on the 18th Dec 2023 and it was approved on 19th Dec 2023 . To date my car has not been fixed (31 Jan 2024) and Discovery insure seems to have no urgency in getting it fixed. There is no feedback to my e-mails except that a consultant will contact me. There is also no COMPLAINTS email addresses or process that I can follow on their website or app. I keep getting referred to the information email address but I do not get assistance. In December I was told that the dealers were all closed and would only be of assistance from the 8th January 2024. I notified Discovery that I was only in Ladysmith for the December break and would be in Johannesburg by the 9th January.

This was not captured or noted on the system by the consultants eg: On the 12th January, I called the claims Centre to again notify Discovery that I was no longer in Ladysmith and wanted the repairs to be done in Johannesburg.

No notes were made by the consultant despite telling me that she would arrange that a dealer from Johannesburg contact me on the same day. On the 17th January when I queried the status of the claim I was surprised to find out that the dealer that was allocated for repairs was still Tugela Panelbeaters from Ladysmith.

I have still not been assigned to any dealer in Johannesburg to have my car fixed, instead I had someone from CAPE TOWN call me and advised that they were allocated the claim. I explained to the consultant that I Live in JOHANNESBURG. Why is Discovery getting it so WRONG?

I am really unhappy with the amount of time that has passed since I submitted my claim and this process has been very frustrating and disappointing to say the least. Discovery needs to do better. Disappointed client