DP
Des P
1 reviews | Active since Dec 2009
03 Jun 2025, 16:34
Discovery happy to lose a client over tracker install date
Discovery Insure was happy to lose me as a client and cancel my new policy as they would not give me an extension on the tracking device install date - which is required an unrealistic 5 days from cover.
I collected my new vehicle on Friday 30 May at 3pm (Day 1 of cover). Despite the fact that Tiger Wheel and Tyre are closed on Sundays, they still count the Friday and Sunday as part of the 5 days.
Today (Tuesday), they refused to give me an extension until tomorrow to install the tracker and stated that I will not have cover for theft etc. on the way to TWT. The consultant even had the audacity to tell me that I bought a new car I should prioritize installing the tracker! A retentions consultant told me I do not need to install it within 5 days - I had to correct her then she confirmed it was a requirement.
Potential clients of Discovery Insure should be aware that if you are unable to get time off work or have other responsibilities or live far from a TWT, think twice before going with Discovery Insure. They require you to install the tracker 5 days from cover regardless of your work commitments or TWT being closed. You will not have cover for theft/hijacking if the tracker is not installed.
I will be going back to my previous insurer. Discovery would rather lose my premiums than give me an extension. The company is declining rapidly. Just last week had to endure a six hour outage on the Discovery Bank app.
Helpful (0)
Replies (4)0
Replies (4)
Discovery Insure's replyOfficial
03 Jun 2025, 16:47Hi Des
Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience caused by the tracker installation policy and the communication you received. Your experience does not reflect the standard of service we aim to provide.
Please be assured that a member of our team will be in contact with you. We value your feedback and appreciate the opportunity to improve our processes.
Thank you for bringing this to our attention.
Regards,
Discoveryt Insure
Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience caused by the tracker installation policy and the communication you received. Your experience does not reflect the standard of service we aim to provide.
Please be assured that a member of our team will be in contact with you. We value your feedback and appreciate the opportunity to improve our processes.
Thank you for bringing this to our attention.
Regards,
Discoveryt Insure
Discovery Insure's reply03 Jun 2025, 16:47
Official
Hi Des
Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience caused by the tracker installation policy and the communication you received. Your experience does not reflect the standard of service we aim to provide.
Please be assured that a member of our team will be in contact with you. We value your feedback and appreciate the opportunity to improve our processes.
Thank you for bringing this to our attention.
Regards,
Discoveryt Insure
Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience caused by the tracker installation policy and the communication you received. Your experience does not reflect the standard of service we aim to provide.
Please be assured that a member of our team will be in contact with you. We value your feedback and appreciate the opportunity to improve our processes.
Thank you for bringing this to our attention.
Regards,
Discoveryt Insure
DP
Des P's updateReviewer Update
04 Jun 2025, 09:49Discovery rep**** stating "To clarify, an insurance company typically provides a window of five working days from the start of cover to have a tracking device installed...We genuinely regret that you felt compelled to cancel your policy due to these concerns."
Of course, I was compelled. I would have no cover on the way to Tiger Wheel. Only a fool would do that i.e. not cancel and drive without cover.
They are willing to lose premiums and guaranteed income instead of giving a one day extension. If I call them in two weeks for a new policy they'll give me another 5 days to install the tracker but not when I am already a policy holder.
They literally gave me THREE days to install the tracker (Sunday closed and Friday I didnt have the car most of the day). There is no home install. You have to go to Tiger Wheel.
Anyone thinking of taking Discovery Insure, remember if you are unable to install the tracker in the short time they give you then you are COMPELLED to cancel as you will not have cover for hijacking/theft from your home to Tiger Wheel.
Also be careful of the Retentions staff, they were dishonest and stated that it is not a requirement to have the tracker installed within 5 days. They also don't state this anywhere in the policy schedule. Its only mentioned in the first email they send you.
The retentions staff also tried to influence me to drive the vehicle without theft/hijacking cover to Tiger Wheel. This is ********* conduct on the part of Discovery. And the retention person even checked with her manager when she confirmed that 5 days is not a requirement in order to prevent me from cancelling.
As worse, it took 45 minutes to sign up for this policy. The consultant reads EVERY single term and condition which nobody can absorb. An hour wasted as my only option is to cancel or drive without cover.
Also I don't think they actually investigate and try to resolve complaints. It seems like they use AI to respond to complaints. I have noticed it with this complaint and another response I received from Discovery Bank.
Of course, I was compelled. I would have no cover on the way to Tiger Wheel. Only a fool would do that i.e. not cancel and drive without cover.
They are willing to lose premiums and guaranteed income instead of giving a one day extension. If I call them in two weeks for a new policy they'll give me another 5 days to install the tracker but not when I am already a policy holder.
They literally gave me THREE days to install the tracker (Sunday closed and Friday I didnt have the car most of the day). There is no home install. You have to go to Tiger Wheel.
Anyone thinking of taking Discovery Insure, remember if you are unable to install the tracker in the short time they give you then you are COMPELLED to cancel as you will not have cover for hijacking/theft from your home to Tiger Wheel.
Also be careful of the Retentions staff, they were dishonest and stated that it is not a requirement to have the tracker installed within 5 days. They also don't state this anywhere in the policy schedule. Its only mentioned in the first email they send you.
The retentions staff also tried to influence me to drive the vehicle without theft/hijacking cover to Tiger Wheel. This is ********* conduct on the part of Discovery. And the retention person even checked with her manager when she confirmed that 5 days is not a requirement in order to prevent me from cancelling.
As worse, it took 45 minutes to sign up for this policy. The consultant reads EVERY single term and condition which nobody can absorb. An hour wasted as my only option is to cancel or drive without cover.
Also I don't think they actually investigate and try to resolve complaints. It seems like they use AI to respond to complaints. I have noticed it with this complaint and another response I received from Discovery Bank.
DP
Des P's update04 Jun 2025, 09:49
Reviewer Update
Discovery rep**** stating "To clarify, an insurance company typically provides a window of five working days from the start of cover to have a tracking device installed...We genuinely regret that you felt compelled to cancel your policy due to these concerns."
Of course, I was compelled. I would have no cover on the way to Tiger Wheel. Only a fool would do that i.e. not cancel and drive without cover.
They are willing to lose premiums and guaranteed income instead of giving a one day extension. If I call them in two weeks for a new policy they'll give me another 5 days to install the tracker but not when I am already a policy holder.
They literally gave me THREE days to install the tracker (Sunday closed and Friday I didnt have the car most of the day). There is no home install. You have to go to Tiger Wheel.
Anyone thinking of taking Discovery Insure, remember if you are unable to install the tracker in the short time they give you then you are COMPELLED to cancel as you will not have cover for hijacking/theft from your home to Tiger Wheel.
Also be careful of the Retentions staff, they were dishonest and stated that it is not a requirement to have the tracker installed within 5 days. They also don't state this anywhere in the policy schedule. Its only mentioned in the first email they send you.
The retentions staff also tried to influence me to drive the vehicle without theft/hijacking cover to Tiger Wheel. This is ********* conduct on the part of Discovery. And the retention person even checked with her manager when she confirmed that 5 days is not a requirement in order to prevent me from cancelling.
As worse, it took 45 minutes to sign up for this policy. The consultant reads EVERY single term and condition which nobody can absorb. An hour wasted as my only option is to cancel or drive without cover.
Also I don't think they actually investigate and try to resolve complaints. It seems like they use AI to respond to complaints. I have noticed it with this complaint and another response I received from Discovery Bank.
Of course, I was compelled. I would have no cover on the way to Tiger Wheel. Only a fool would do that i.e. not cancel and drive without cover.
They are willing to lose premiums and guaranteed income instead of giving a one day extension. If I call them in two weeks for a new policy they'll give me another 5 days to install the tracker but not when I am already a policy holder.
They literally gave me THREE days to install the tracker (Sunday closed and Friday I didnt have the car most of the day). There is no home install. You have to go to Tiger Wheel.
Anyone thinking of taking Discovery Insure, remember if you are unable to install the tracker in the short time they give you then you are COMPELLED to cancel as you will not have cover for hijacking/theft from your home to Tiger Wheel.
Also be careful of the Retentions staff, they were dishonest and stated that it is not a requirement to have the tracker installed within 5 days. They also don't state this anywhere in the policy schedule. Its only mentioned in the first email they send you.
The retentions staff also tried to influence me to drive the vehicle without theft/hijacking cover to Tiger Wheel. This is ********* conduct on the part of Discovery. And the retention person even checked with her manager when she confirmed that 5 days is not a requirement in order to prevent me from cancelling.
As worse, it took 45 minutes to sign up for this policy. The consultant reads EVERY single term and condition which nobody can absorb. An hour wasted as my only option is to cancel or drive without cover.
Also I don't think they actually investigate and try to resolve complaints. It seems like they use AI to respond to complaints. I have noticed it with this complaint and another response I received from Discovery Bank.
DP
Des P's updateReviewer Update
04 Jun 2025, 10:12In your response above you stated " a window of five WORKING days ".
Your consultants told me five CALENDAR days. Which is correct?
Your consultants told me five CALENDAR days. Which is correct?
DP
Des P's update04 Jun 2025, 10:12
Reviewer Update
In your response above you stated " a window of five WORKING days ".
Your consultants told me five CALENDAR days. Which is correct?
Your consultants told me five CALENDAR days. Which is correct?
DP
Des P's updateReviewer Update
04 Jun 2025, 18:19Discovery failed to respond to my question above. For obvious reasons: total disregard for their clients.
The Discovery HelloPeter Dept states its "five WORKING days" for the tracker to be installed. The service consultants say its five CALENDAR days including when Tiger Wheel is closed. The Retentions consultant says its "as soon as possible".
I do not think they actually investigate complaints. No one from Discovery contacted me to get information on what transpired, so no investigation or attempt to resolve the complaint was actually done.
It seems like they merely want to close off complaints, using ChatGPT or other AI to prepare responses. Notice that they do not put their names or initials on responses.
They did not apologise for the unprofessional consultant who told me that I bought a new car so I "should prioritise the tracker install".
They did not apologise for the retentions consultant giving me incorrect information stating the install does NOT need to be done within 5 days and encouraged me to drive the car to Tiger Wheel without cover for theft and hijacking.
If you look at their positive ratings on HelloPeter, a large portion are from people with only ONE review.
I have cancelled my policy with Discovery Insure - a total waste of my time and have gone back to my previous insurer which has given me FOURTEEN days to install the tracker.
I am still perplexed as to how they were happy for me to cancel than give me a one day extension and earn money from my premiums. If this is how they conduct themselves now, imagine when clients have an issue that requires them to make an exception or consideration of circumstance. They simply will not. Potential clients take note.
The Discovery HelloPeter Dept states its "five WORKING days" for the tracker to be installed. The service consultants say its five CALENDAR days including when Tiger Wheel is closed. The Retentions consultant says its "as soon as possible".
I do not think they actually investigate complaints. No one from Discovery contacted me to get information on what transpired, so no investigation or attempt to resolve the complaint was actually done.
It seems like they merely want to close off complaints, using ChatGPT or other AI to prepare responses. Notice that they do not put their names or initials on responses.
They did not apologise for the unprofessional consultant who told me that I bought a new car so I "should prioritise the tracker install".
They did not apologise for the retentions consultant giving me incorrect information stating the install does NOT need to be done within 5 days and encouraged me to drive the car to Tiger Wheel without cover for theft and hijacking.
If you look at their positive ratings on HelloPeter, a large portion are from people with only ONE review.
I have cancelled my policy with Discovery Insure - a total waste of my time and have gone back to my previous insurer which has given me FOURTEEN days to install the tracker.
I am still perplexed as to how they were happy for me to cancel than give me a one day extension and earn money from my premiums. If this is how they conduct themselves now, imagine when clients have an issue that requires them to make an exception or consideration of circumstance. They simply will not. Potential clients take note.
DP
Des P's update04 Jun 2025, 18:19
Reviewer Update
Discovery failed to respond to my question above. For obvious reasons: total disregard for their clients.
The Discovery HelloPeter Dept states its "five WORKING days" for the tracker to be installed. The service consultants say its five CALENDAR days including when Tiger Wheel is closed. The Retentions consultant says its "as soon as possible".
I do not think they actually investigate complaints. No one from Discovery contacted me to get information on what transpired, so no investigation or attempt to resolve the complaint was actually done.
It seems like they merely want to close off complaints, using ChatGPT or other AI to prepare responses. Notice that they do not put their names or initials on responses.
They did not apologise for the unprofessional consultant who told me that I bought a new car so I "should prioritise the tracker install".
They did not apologise for the retentions consultant giving me incorrect information stating the install does NOT need to be done within 5 days and encouraged me to drive the car to Tiger Wheel without cover for theft and hijacking.
If you look at their positive ratings on HelloPeter, a large portion are from people with only ONE review.
I have cancelled my policy with Discovery Insure - a total waste of my time and have gone back to my previous insurer which has given me FOURTEEN days to install the tracker.
I am still perplexed as to how they were happy for me to cancel than give me a one day extension and earn money from my premiums. If this is how they conduct themselves now, imagine when clients have an issue that requires them to make an exception or consideration of circumstance. They simply will not. Potential clients take note.
The Discovery HelloPeter Dept states its "five WORKING days" for the tracker to be installed. The service consultants say its five CALENDAR days including when Tiger Wheel is closed. The Retentions consultant says its "as soon as possible".
I do not think they actually investigate complaints. No one from Discovery contacted me to get information on what transpired, so no investigation or attempt to resolve the complaint was actually done.
It seems like they merely want to close off complaints, using ChatGPT or other AI to prepare responses. Notice that they do not put their names or initials on responses.
They did not apologise for the unprofessional consultant who told me that I bought a new car so I "should prioritise the tracker install".
They did not apologise for the retentions consultant giving me incorrect information stating the install does NOT need to be done within 5 days and encouraged me to drive the car to Tiger Wheel without cover for theft and hijacking.
If you look at their positive ratings on HelloPeter, a large portion are from people with only ONE review.
I have cancelled my policy with Discovery Insure - a total waste of my time and have gone back to my previous insurer which has given me FOURTEEN days to install the tracker.
I am still perplexed as to how they were happy for me to cancel than give me a one day extension and earn money from my premiums. If this is how they conduct themselves now, imagine when clients have an issue that requires them to make an exception or consideration of circumstance. They simply will not. Potential clients take note.