Discovery Insure Are Miles Behind on Claim Processing and Customer Service

Discovery Insure are miles behind Outsurance and some other insurers when it comes to claim handling and customer service that will most definitely do severe brand damage if they continue like this. Over the last 2 years I had 3 claims, and all 3 claims were chaos, with the customer having to follow up all the time. My current claim is for a pool leak. Logged claim on Saturday, on Monday afternoon Discovery send a Service Provider (SP) to only take a photo of my pool level to confirm it is indeed a leak. SP send photo to Discovery, who appoints another SP to do a leak pressure test. This SP can only assist on Friday (6 days after claim logged), although we already know that it stopped leaking just under the weir, and therefore can only be on the pipes connecting to the weir. This will now run into next week, resulting in two weeks to sort out a water leak, if all goes well from here - doubtful. I had a similar claim with Outsurance 2 years ago, and 2 days after I logged the claim, their SP already started lifting the pavement and fixed it. During this process I was kept in the loop to the point of overdoing it. One would think with the water issues in SA that all leakages would be of highest priority to all insurers. Looks like I made a mistake, and will now have to kick off the process of returning to my previous insurer, as even with Discovery’s great value-added service (not really my main criteria when looking for an insurer) and “no access”, I’d rather pay the R750 odd access and gets claims handled professionally.