DISCOVERY INSURANCE - VERY BAD SERVICE

I am writing to express my dissatisfaction with the handling of my claim *** regarding the theft of my vehicle, Toyota Hilux 2019 model, policy number ***. While I appreciate the efforts made by their team in the recovery of my ****** vehicle, I am deeply disappointed with my claim which is still not finalized after 5 months. My vehicle was ****** on 23 March 2024. It was recovered by Discovery on 08 April 2024 at the Komatipoort Border. Discovery decided to keep my vehicle in Nelspruit, but I stay in North-west. Not once was I given the option to request the vehicle to be moved to a panel beater closer to my home. Upon inspection by the assessor, it was determined that several crucial components of the vehicle were damaged and removed beyond repair during the theft, and replacement parts were ordered. One of the components: WIRE ENGINE ROOM MAIN were not readily available in the market and was ordered from Toyota SA. Delivery date was 27 May 2024. This date changed then to July 2024. The first Assessment amount was estimated at R 46 000.00. An additional quotation was done by Toyota on top of the Assessors Assessment of estimated R 86 000.00 damage on all electronics and wiring. There was also a 2nd Assessment done by the panel beater in Nelspruit (Dent Doctor) with additional damage. To date Discovery cannot give us a total amount of all the damage. This situation has left me in a state of inconvenience and financial loss. Despite having comprehensive insurance coverage, I am unable to utilize my vehicle or receive adequate compensation for the damages incurred. Moreover, the prolonged delay in resolving this matter is causing further distress and inconvenience to me as a policyholder. I was forced to buy another vehicle just to get to work. I understand that unforeseen circumstances such as this may arise; however, There is no proper communication from Discovery following the theft of my vehicle. On 23 March 2024, my husband phoned Discovery to report the ****** vehicle. Discovery informed him on that call that they will call him back just to get an update and update him. Today is 01 August 2024 and not one person from Discovery took the time to phone him. Although all our contact details are on their system as we are Policy Holders. All updates and inquiries have been initiated solely by us. This lack of proactive communication has left us feeling uninformed and frustrated throughout the entire claims process. We expected better support and engagement from our insurance provider during such a distressing time. Additionally, the absence of updates has made it challenging for us to plan and manage our affairs effectively. I understand that handling claims involves various processes and timelines, but regular communication with policyholders is crucial in maintaining trust and transparency. The only person who went the extra mile to assist us this far is Collene Michael, from the Dent Doctor in Nelspruit (where our vehicle still is) I also learned from NATIS and the License Department that my vehicle still has a ****** status. The licence expired 30 June 2024 and the Licence Department was reluctant to allow me to renew the license. They requested the case number and police report before assisting. When I enquired to Discovery, the informed me on 26 July 2024 that they will investigate the matter. I am still waiting for feedback. I also learned this week, Monday 29 July 2024 that there is again additional damage to the vehicle. We received photos from Dent Doctor in Nelspruit. There is once again a request that a new Assessment to be done to determine the damage. We confirmed that the new damage was not there when the original Assessment was done, because we looked at the photos of the 1st Assessment. We also stipulated on the Police Report when the case was opened that the vehicle was in excellent condition, with no damages. 5 months I paid full insurance and a vehicle instalment that I do not have. I have comprehensive cover on my Policy, but still after 5 months no one from Discovery is responding to us with a satisfied response. I just want the vehicle to be written off……..