Discovery Insure bad service

When I go back to the tenth of August I see there is many complaints about Discovery Insure for cars. It is clear that there are many of us who are having a very negative experience with their Trackers and points systems and cash back and service delivery

DISCOVERY says they have rep****. All they did was to send a reference nr. Delay tactics again. They do not resolve the issue. They talk talk talk but do nothing.

I Phoned Discovery because they don't tell me what they will do. Spoke to Lerato. He told me at 15:20 it was given to a top executive, and I must give them 48 hours to resolve this. Let's see what happens.

I recieved a reply now. from Discovery in which they apologize and promise to address my issues .

Ig is clear from my emails with Discovery that they will not budge on any of their mistakes and bad service. I wrote them the following email this afternoon. "Even your Discovery agents that I deal with have DQ Standalone tracker, because the Samartphone app tag does not work in Newcastle. It is not my fault that it does not work here. You can not penalize me for that. I will not install the app tag because it does not work. I insist on my 60 points per day. I get perfect scores, I do my part, but you refuse to give what was promised to me. This is breach of contract. Your contract with me says your tracker will be effective from 1 st July. This means I get my 60 points per day, I get my points for July, I get my cashback, I can track my cars. None of that has transpired since 1 St of July. You are legally bound by contract. You are also bound by your promise that a client can reach Diamond Status in rhe first month. I have been 10 years with Discovery. I have Diamond Status with Discovery Vitality and Discovery Bank. Why can I not get this with Discovery Drive? I am a pensioner who is trying to save whatever I can. Imagine if you gave me what is legally owed to me, how many other pensioners would be interested in your products? Yet all your bosses worry about is taking their pound of flesh out of clients. If they can not put themselves in the client's shoes they have already lost the trust of the clients. Trust can not be bought with empty promises. Trust in a business earned with integrity of how clients are treated fairly. The law clearly states that according to Section 68 of the Consumer Act , consumers have a right to fair and honest dealing. Under this right, the following matters are forbidden: unconscionable conduct such as duress or harassment, false, misleading and deceptive representations. Discovery is giving false, misleading and deceptive representations with Discovery Drive adverts.

Section 23 of the Consumer Act says : I have the Right to repair or replacement. This section details a consumer's right to insist on repair or replacement of faulty goods, the cost of which must be borne by the trader. This includes the trader bearing any costs involved in the removal of an installed item and reinstallation of a replacement. Your tracker system is faulty. I have the right to it being repaired.

Section 49 of the sonsumer Act says Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill. Therefore your disclaimer clause is ******* that say you have the right to be negligent. You must perform the service as from 1 st July and give me what is legally mine.

Section 9 of the Consumer acts says Goods to be of satisfactory quality. The product Discovery Drive you have promised me is not of satisfactory qaulity

As you can see 4 laws are broken by Discovery. If I had to go to court and bring all the other cases on hellopeter Discovery Insure would be in deep trouble.

Yet I choose to try and resolve this. Please make me believe by your actions ( not words) that you are a reputable company. 1) Give me my 60.points per day 2) Give me my points for July 3) Give me my cashback for July 4) Make my Trackers show me where my cars are located.

Kind regards

MR Howard

Today I spoke again to Sethu at Johannesburg Discovery offices. It is clear that there is a huge gap between the offices in Johannesburg an clients. They refuse to accept any responsibility for lack of Service. My Discovery agents in my town Theresa Els and Heila van Heerden have tried their level best since I started on 1 July 2023 to sort out this mess. They have many many emails coming from the offices in Johannesburg refusing to accept any responsibility for lack of Service. They confirm my experience I have had with the Heaf office in Johannesburg. Today I gave all my information to the ombudsman. The Discoverythe Drive programme is a mess. What clients are promised and pay for is not what they get. It is clear that even a letter to them telling them exactly where they are breaking Consumer Protection Act gets the same treatment I have had for a month and 22 days: DENIAL .

I wrote Sethu from Discovery Insure an email tonight:" Good evening Sethu. I spend the whole day going through hellopeter complaints from 1 st May up to today about DiscoverynInsure and particularly the vehicle insurance. In May 106 complaints, in June 91 complaints, in July 89 complaints, so far 66 complaints in August. All these are different people, never the same. This means 372 people. If I multiply this by 3 we talk about 1016 people for this year. 1016 clients that you have lost. The complaints that I have about bad Service, lack of communication, Discovery Drive points, cashback payments, not understanding clients, not accepting responsibility for your mistakes, frustrating clients for extended periods of weeks and months are all echoed by these people. I can not see how Discovery Insure will make it if it is loosing so many clients trust. You need to seriously talk to your bosses. You have products that have wonderfull potential, but your lack of back up of the products will cost you dearly.

Regards

Mr Howard

Today we resolved everything. My cashback was paid , my tracker will be changed on the 31 st August to give 60 points per day. I want to thank Sethu from Discovery Insure Service, Hellopeter, the ombudsman and Theresa from Discovery in Newcastle.

After the last communication I contacted them. They eventualy gave me my points and cashback late in August. However, they insisted that i put another type of tracker in my car to get the 60 points per day, which i did. The tracker is not working properly. Some of the trips are not covered by their device.When i phone them they insist that i am not properly connected, even though i went to Tiger Wheel Tyre who.installed my tracker and they confirmed there in nothing wrong with my phone's connection or setup. The other issue i have is that they confuse clients with the reality of distance driven and the points allocated to me.1) I should be on 240 points on 460 km not on 100 points. 2) On my Discovery Insure app my total is out of 2400, but on Discovery Vitality it is 3000 points. I have made many many phonecalls and have sent many emails, but to no avail. It has taken a lot of my time just to fight for the points owed to me. Our Discovery agent in town who tries her best to assist us is sitting with loads of clients who are unhappy with Discovery Insure. She has now told them she does not want to market Discovery Insure anymore because they confuse clients, and they make one mistake after the other. She has repeatedly told them that the tracker that gives 60 points per day does not record all trips. In spite of ghis they keep on marketing this product. There is a huge problem with the offices of Discovery Insure in Johannesburg. We have to fight for every point on the Discovery Drive 3.0. It is not a pleasure being with them but a huge burden.