NG
Natalie G
1 reviews | Active since Feb 2021
01 Jun 2026, 09:23
Discovery Insurance Ignoring Requests for Damage Report After Claim Rejection
I am extremely frustrated with the poor service and lack of transparency from Discovery Insurance.
My claim was rejected on the basis of “wear and tear.” This was communicated by Reabetswe Mabidikana, who stated during a call that the damage assessment report had been sent to me. However, I did not receive any actual report only a generic document stating that wear and tear is not covered. On 29 May 2026 at 09:24, I emailed requesting the full damage assessment report as I wanted to obtain a second opinion. To date, I have been completely ignored with no response.
I then contacted the service provider, Digicall, who confirmed they cannot provide the report directly and that only Discovery Insurance can release it.
This is unacceptable because:
My claim was rejected based on a report I have not seen My requests for the report are being ignored A report should be readily available and shared without delay
There is a clear lack of communication, transparency, and customer service. I am requesting that Discovery urgently provide:
The full damage assessment report Feedback on why my emails have been ignored
If this is not resolved, I will escalate the matter further.
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Replies (3)0
Replies (3)NG
Natalie G's updateReviewer Update
01 Jun 2026, 12:59***
NG
Natalie G's update01 Jun 2026, 12:59
Reviewer Update
***
NG
Natalie G's updateReviewer Update
01 Jun 2026, 13:19I am very disappointed with the report I received. For a company like Discovery, I expected a detailed and professional assessment, but the report provided was extremely poor in quality.
Instead of a proper report, I was sent screenshots, which do not clearly indicate the findings. There is no detailed explanation of the tests conducted, which components were damaged, or how the conclusion of wear and tear was reached.
The report lacks clarity and specificity. It merely suggests multiple possible causes without definitively identifying what was actually damaged. There is no clear indication of where the wear and tear is on the components, nor are there any properly marked or annotated photos highlighting the affected areas. The pictures provided are generic and could have been taken by anyone—they do not demonstrate or support the conclusions made.
Furthermore, the assessor who conducted the inspection should have clearly identified and documented which specific component failed due to wear and tear. This level of detail is completely missing from the report.
The claims consultant should also be able to clearly explain the findings and reasoning behind the decision, but this has not been the case. The lack of clarity, detail, and professionalism in this process is unacceptable.
I request that a proper, detailed report be provided, clearly outlining:
- The tests that were conducted
- The exact component(s) that were damaged
- Clear evidence (with annotated photos) showing the wear and tear
- A definitive explanation of how the conclusion was reached
I expect better standards from a company like Discovery.
NG
Natalie G's update01 Jun 2026, 13:19
Reviewer Update
I am very disappointed with the report I received. For a company like Discovery, I expected a detailed and professional assessment, but the report provided was extremely poor in quality.
Instead of a proper report, I was sent screenshots, which do not clearly indicate the findings. There is no detailed explanation of the tests conducted, which components were damaged, or how the conclusion of wear and tear was reached.
The report lacks clarity and specificity. It merely suggests multiple possible causes without definitively identifying what was actually damaged. There is no clear indication of where the wear and tear is on the components, nor are there any properly marked or annotated photos highlighting the affected areas. The pictures provided are generic and could have been taken by anyone—they do not demonstrate or support the conclusions made.
Furthermore, the assessor who conducted the inspection should have clearly identified and documented which specific component failed due to wear and tear. This level of detail is completely missing from the report.
The claims consultant should also be able to clearly explain the findings and reasoning behind the decision, but this has not been the case. The lack of clarity, detail, and professionalism in this process is unacceptable.
I request that a proper, detailed report be provided, clearly outlining:
- The tests that were conducted
- The exact component(s) that were damaged
- Clear evidence (with annotated photos) showing the wear and tear
- A definitive explanation of how the conclusion was reached
I expect better standards from a company like Discovery.
NG
Natalie G's updateReviewer Update
17 Jun 2026, 20:37I am extremely disappointed with the manner in which Discovery Insure has handled my TV claim dispute.
On 3 June 2026, I was advised that my concerns would be reviewed by their appointed assessor. More than 10 business days have now passed, and I have not received a single update, phone call, or email from Discovery regarding the status of my dispute.
The original assessment listed four possible causes of damage but failed to identify an actual cause. When I requested supporting test results and clarification, none were provided. I was simply left waiting without any communication.
As a result of Discovery's lack of follow-up, I had to obtain an independent technical assessment at my own expense. The independent technician conducted a full inspection and concluded that the television is Beyond Economical Repair due to damage caused by a power failure, which differs significantly from Discovery's assessor's findings.
What is most disappointing is not only the rejection of the claim, but the complete lack of customer service thereafter. Once the claim was declined, it felt as though Discovery had no interest in engaging further, despite a formal dispute being lodged. A simple update or acknowledgement within the promised timeframe would have gone a long way.
I expected better communication, accountability, and follow-through from an insurer of Discovery's reputation. Unfortunately, my experience has been one of delays, unanswered queries, and being forced to pursue independent assessments and Ombudsman options simply to obtain a final decision.
NG
Natalie G's update17 Jun 2026, 20:37
Reviewer Update
I am extremely disappointed with the manner in which Discovery Insure has handled my TV claim dispute.
On 3 June 2026, I was advised that my concerns would be reviewed by their appointed assessor. More than 10 business days have now passed, and I have not received a single update, phone call, or email from Discovery regarding the status of my dispute.
The original assessment listed four possible causes of damage but failed to identify an actual cause. When I requested supporting test results and clarification, none were provided. I was simply left waiting without any communication.
As a result of Discovery's lack of follow-up, I had to obtain an independent technical assessment at my own expense. The independent technician conducted a full inspection and concluded that the television is Beyond Economical Repair due to damage caused by a power failure, which differs significantly from Discovery's assessor's findings.
What is most disappointing is not only the rejection of the claim, but the complete lack of customer service thereafter. Once the claim was declined, it felt as though Discovery had no interest in engaging further, despite a formal dispute being lodged. A simple update or acknowledgement within the promised timeframe would have gone a long way.
I expected better communication, accountability, and follow-through from an insurer of Discovery's reputation. Unfortunately, my experience has been one of delays, unanswered queries, and being forced to pursue independent assessments and Ombudsman options simply to obtain a final decision.