Discovery Galaxy Claim

Person at Discovery handling the claim: Kgomotso Discovery claim number : *** I am extremely disappointed with how this claim was handled. • The claim was registered on 16 June. • TT3 picked it up on 21 June and found intermittent error on the phone on 25 June. It was not repairable. • My daughter then had to buy a new cell phone, because her phone is key to her work. They returned it to my daughter to transfer her config and said they will pick it up again. Do not remember exact details as this was never captured on email, but it never happened. • I updated my insurance on 4 July to add my daughter's new cell phone and could not cancel the insurance on the broken Galaxy. • Then nothing happened until I contacted Discovery again on 15 July. No communication on next steps. • I got another Claim confirmation on 16 July and then an email from the CEO at PhoneCity telling me they will send me a replacement Galaxy which we received and can do nothing with it, because of your extremely bad service. I was not aware that I had the option to ask for a refund, only that they will get a quote from a Service Provider. That took another couple of weeks. • I checked my policy and cannot find any indication that I must replace the cell phone. The policy is unclear on the exact cover. • Nobody contacted me to inform me what would happen or ask me what I would prefer on completing the claim. There is a flaw in the process or someone skipped a step. Now they tell me I was wrong to accept the new phone and blame me for the mess. 1) I have a new cell phone I cannot use. 2) I have a new cell phone that I can sell at a fraction of its value. 3) I paid insurance for almost a month on a cell phone we could not use. 4) I need clarification on how the policy work as Discovery paid out my previous claim on a PC. I assumed this would work the same with this claim. I’m still waiting for someone to contact me in regards with this. • I got a call on Friday 19 July from someone that was clearly not interested in my point of view. He promised me to resolve it, but no communication again until I got a SMS on 21 July 2024 at 11:28 that my Galaxy 71 is booked for repairs. • I responded with an email on 22 July and got a call from a FGro person. She conference called me with a consultant at Discovery that wanted me to explain everything again. I left the call asking them to check my emails and call me back. • So far nothing at all and it is 24 July. What is going on? Can nobody help me or do you not want to help me? • This is getting more ridiculous by the day. Your communication is mostly non-existent and confusing if you do communicate. • I sent another email today, 24 July and were again blamed for their bad service and that the claim was resolved. It took over a month to resolve this claim and not to my satisfaction.