Discovery Insure appalling service and customer care.

Dec of 2022 I moved my banking to Discovery Bank. I can say that to date I have only have good service from the banking dept. on all fronts. I was pestered by Discovery Insure to move over from our existing Insurer. We subsequently moved over in Jan 2023. On the 19 oct 2023 I registered a claim online for a borehole that I suspected was damaged by lightning. I also uploaded a quotation the same day from a local vendor on the app. Only correspondence I received was a sms and email claiming that the claim was lodged and that a consultant Nthabiseng Matsemela, would be in contact. On the 20th Oct I called the Discovery Insure helpline wanting to know what the next steps would be, I spoke to a consultant that advised that a consultant had been appointed and I needed to wait for them to contact me. On the morning of 23rd Oct after not having received any feedback I called the line again, I asked to speak to the consultant assigned, I was put on hold for one hour never reaching the said consultant. At 12:30 on the same day I sent a mail to Nthabiseng Matsemela asking for any type of feedback since I could reach no one with answers. He rep**** an hour later, saying that the claim was with their internal assessor Ruwie Gonslin and that he would be in contact. Ruwie contacted me telephonically saying that he has appointed in a vendor in Roodepoort (Im in Vanderbijlpark) to collect the damaged goods and assess damage. The vendor contacted me the afternoon of the 23rd Oct saying that they would collect the following day. Sure enough the vendor did collect on the 24th Oct as promised. Then, silence..........skip to the 31st Nov, I send a whatsapp to Ruwan asking what was going on as the vendor had collected the property a week ago. His response was that he was waiting on the vendor to notify him, clearly not having followed up with them prior to my whatsapp. I also asked him how long the vendor has to conclude such an assessment as its been a week and nothing to date, to this I was not answered, only blue ticked. On the 2nd of Nov I asked for feedback again from Ruwie, then only did he answer me saying he would call. The claim was rejected as it was not lightning damage but wear and tear......this I accept whole heartedly. My question to him and to Discovery Insure is, why do we need to follow up every single time with absolutely no feedback from Discovery?? I also asked him when I could expect the damage goods back from the vendor? His response was that would I want it back and he would have to ask them?????

Certainly this is my property and they need to return if not being repaired by Discovery. Knowing that he would once again not get back to me I drove from Vanderbijlpark to Roodepoort to collect my goods myself. Is this the kind of service Discovery Insure brags about??? I think its appalling

I also want to add, that two months ago I asked for a quotation on building Insurance on a second property......I have spoken to multiple agents and all they tell me is that its with the underwriters. Two months later, still waiting!!!!! Discovery Insure you record all calls for quality purposes, please check my call logs and explain this one to me also.