Discovery Insurance Vehicle Repair Nightmare

Item: Discovery Insure
Rating: 2
Author: Werner S

I am extremely disappointed with the service provided by Discovery Insurance regarding my vehicle repair. The repair process has been a complete nightmare.

Firstly, Discovery Insurance assigned Island Auto Panel, who are not even a Kia-approved repairer. The experience with Island Auto Panel has been dismal. They took a month just to get the parts and another month to complete the repairs. Throughout this period, I had to constantly follow up every few days for updates, only to be told repeatedly that they were still waiting for parts.

As of now, I am still waiting for the repair completion, which makes this ordeal around 3 months long. This entire situation could have been avoided if Discovery Insurance had initially directed me to an approved Kia panel beater in the area, such as CMC Auto Panel. This has been the worst repair experience I have ever had, and there is still no end in sight.

I urge Discovery Insurance to reconsider their repairer assignments and ensure that customers are directed to approved and competent repairers to avoid such frustrating experiences in the future.

Helpful (0)

Replies (2)

Discovery Insure's replyOfficial

17 Apr 2025, 14:14

Good day Werner,

We're really sorry to hear about your frustrating experience with Discovery Insurance and Island Auto Panel. It sounds incredibly stressful to deal with such delays and lack of communication, especially when your vehicle is involved.

We have made the relevant management team aware of your distress regarding the claim.

Regards
Discovery Insure

Discovery Insure's reply17 Apr 2025, 14:14

Official

Werner S's updateReviewer Update

04 Jun 2025, 10:53

I am extremely disappointed with the service received from Island Auto Panel in Brackenfell. My vehicle was booked in on 24 March 2025, with an estimated repair time of 7 to 10 working days. It is now June, and I still do not have my car back.

From the start, communication has been inconsistent and progress painfully slow. The vehicle sat in the disassembly bay for weeks, with repeated delays due to parts not arriving or being incorrect. Even after the correct headlamp finally arrived in early May, the process dragged on through panel beating, paint prep, and now assembly — with no clear completion date in sight.

It feels like the workshop is either buying time or does not know what they are doing. I’ve had to follow up constantly, and despite some updates, there has been little sense of urgency or accountability. This has been a deeply frustrating experience, especially considering that this repair was authorized through Discovery Insure, and I had no say in choosing the repairer.

This level of service is unacceptable. I would not recommend Island Auto Panel to anyone expecting timely and professional repairs. I am reconsidering my Insurance with Discovery.

Werner S's update04 Jun 2025, 10:53

Reviewer Update

This level of service is unacceptable. I would not recommend Island Auto Panel to anyone expecting timely and professional repairs. I am reconsidering my Insurance with Discovery.