1 reviews | Active since Jun 2014
Discovery Claims Department Disinclined and Rude
<p>RE: Claim 118 397</p> <p> </p> <p>A Discovery Insure client drove into the back of my car on 7 May 2016.</p> <p> </p> <p>I decided to rather do the claim via my own insurance to avoid any legal battles or headache, and also use the service as it is available (so why not). Nedbank has been very quick on my side and got my car fixed faster than I thought it could happen, so thumbs up to them.</p> <p> </p> <p>BUT! It has been a real battle to get any real feedback out of Discovery Insure regarding claiming back from them. I sent in the description of what happened at the scene on 1 June 2016 (the same day it was requested from me) to the Legal Consultant from my Insurance. According to the Legal Consultant, this info, along with the info from the Panel Beaters was sent to Discovery Insure on 13 June 2016, whereby the 30 business day SLA began with Discovery Insure to do their investigation.</p> <p> </p> <p>For the past two weeks, I was constantly calling my Legal Consultant to get some feedback as the SLA was coming to an end. The feedback I got each time I called was that the claim is with the manager at Discovery and awaiting authorization, and we should have an answer by Monday, or by Friday etc (The timeline was always extended everytime I called).</p> <p> </p> <p>I eventually became extremely frustrated with the delay and receiving the same answer all the time, I decided that I will try call Discovery myself, but noone would answer their phone from the claims department. (29 July 2016) So I sent an email to the person in charge of the claim, as well as his team leader.</p> <p> </p> <p>I promptly received a response from the Team Leader first thing on Monday morning, which had an extremely rude and ****y tone which also stated: "Please refrain lodging complaints that you are not entitled to...".</p> <p> </p> <p>This claim is now 9 business days over the SLA, and the story has now changed!! Aparently they are now not able to get hold of their client to confirm her side of the story for the accident. This sounds like it is still the beginning of the process! I missed called their client's cellphone, and it did ring, so it is absolute ******* that they are unable to get hold of her.</p> <p> </p> <p>It has been 3 months now since the accident happened, and the investigations are still ongoing which is absolutely ridiculous.</p> <p> </p> <p>I will never recommend Discovery Insure to anyone, and I certainly will never think about changing over to them myself!</p>
We have taken note of your comments and apologize for any inconvenience you are experiencing.
As you confirmed, you have insurance with Nedbank. Nedbank’s insurance is administrated by Telesure. In light of the fact that your insurance paid to repair your vehicle and therefore indemnified you for your damage, they have assumed your right to contact and demand settlement from the other party, which in this case is our client. In other words, Telesure is the only entity that has a legal right to contact and discuss this matter with us at this stage. In light of Legal principle and ethical practices, we are legally not allowed to discuss this matter with you directly, which is why the Team Leader you referred to in your complaint advised you that we can only correspond with your insurer, which is Telesure. He further advised you that his response to you was merely out of courtesy.
This is a Legal dispute which is being attended to in accordance with the applicable legal principles in which there is a number of conditions within the law that needs to have been satisfied before finalization. Please consult with your insurer in respect of the details of the matter and how to proceed in accordance with the correct legal process should you not be satisfied with the process.
Regards,
Sekgobola
Discovery Insure
We have taken note of your comments and apologize for any inconvenience you are experiencing.
As you confirmed, you have insurance with Nedbank. Nedbank’s insurance is administrated by Telesure. In light of the fact that your insurance paid to repair your vehicle and therefore indemnified you for your damage, they have assumed your right to contact and demand settlement from the other party, which in this case is our client. In other words, Telesure is the only entity that has a legal right to contact and discuss this matter with us at this stage. In light of Legal principle and ethical practices, we are legally not allowed to discuss this matter with you directly, which is why the Team Leader you referred to in your complaint advised you that we can only correspond with your insurer, which is Telesure. He further advised you that his response to you was merely out of courtesy.
This is a Legal dispute which is being attended to in accordance with the applicable legal principles in which there is a number of conditions within the law that needs to have been satisfied before finalization. Please consult with your insurer in respect of the details of the matter and how to proceed in accordance with the correct legal process should you not be satisfied with the process.
Regards,
Sekgobola
Discovery Insure
Hi Sekgobola,
Thank you for your response, which wasn't much of a acceptable response to me.
I understand that there are legal implications that probably have nothing to do with me that is confidential, but at least make a mention or call me to say that you are going to look into why they are taking so long and try resolve whatever problems they are experiencing on your side so that they can come to a conclusion for this claim, which is still outstanding. You don't need to tell me what the hold up is, just get it resolved! We are now halfway through August, and I still havent had a response about the accident I had in the beginning of May!!
Hi Sekgobola,
Thank you for your response, which wasn't much of a acceptable response to me.
I understand that there are legal implications that probably have nothing to do with me that is confidential, but at least make a mention or call me to say that you are going to look into why they are taking so long and try resolve whatever problems they are experiencing on your side so that they can come to a conclusion for this claim, which is still outstanding. You don't need to tell me what the hold up is, just get it resolved! We are now halfway through August, and I still havent had a response about the accident I had in the beginning of May!!
Good day Rikka_VLM,
All we can confirm is that we are talking to your insurer and they only can give you feedback.
Regards,
DI
Good day Rikka_VLM,
All we can confirm is that we are talking to your insurer and they only can give you feedback.
Regards,
DI