Discovery Insure - Claim Rejected. Premium in arrears with one month.

I would just like to correct a few facts. Our vehicle was ****** on 29th June. Which means that we are now almost 5 months without a second car. It is evident that we cannot afford a second car and that we now have to cope with one car. I am not disputing the terms and conditions of the policy. I understand that I neglected to pay the premium and acknowledge that we had no cover when the incident took place as a result of this. During the dispute process we acknowledge all of these facts but pleated to consider our mitigating circumstances to minimise the social impact on our family. I think many South African families are in a similar situation due to the increase in the cost of living and your Financial situation can change from being able to provide to struggling putting food on the table while simultaneously still trying to meet you're obligations. At the time of the incident Discovery captured 12% of our disposable income per month. In summary we are disappointed that Discovery did not suggest any alternative to try and achieve a win win situation, like a penalty. We are still of the opinion that other Insurance organisations would have shown some goodwill and honour our claim.

Thank you Discovery for reaching out. The decision unfortunately remained unchanged. The fact that Discovery is not opened to seek a win win situation, one of their core values of Fairness is questionable.

I took the time and conducted some market research, hence the delay in response. My finding is that Discovery did comply with industry standards as most Insurances companies would have declined the claim. For the first time, I understand why Insurance companies have the perception of looking for any reason to reject claims rather than doing their best to honor them. I can only hope that Insurance organizations will change there behavior patterns in the future as decisions to reject claims have a significantly negative impact on people's social and economic sustainability.

Good day,

I am writing as a follow up regarding the historical vehicle theft claim that was rejected and to again express the impact this decision had on our family vs on a large organization like Discovery . To recap, we were disappointed that Discovery did not honor our claim after our vehicle got ****** out of our yard. We acknowledge that at the time of the incident that our policy was one month in arrears as we where financially struggling . We were insured since 2019 and had maintained a long standing relationship with Discovery and given our history as loyal clients, we felt that an exception could have been made, even if it involved a penalty. This would have reduced the social and financial impact on us. At the time 12% of our disposable income where allocated towards Discovery. Since moving to our new Insurance we paid approximately R26,000 in premiums and as our financial situation improves we intend to continue expanding the number of products and services we hold with our current Insurer. The purpose of this follow up is not to revisit the contractual terms or ignore our responsibility regarding the arrears position. It is to highlight the boarder impact of the decision and to express our view that a more flexible approach for long term clients could sometimes create better outcomes for both the client and the Organization. Our Financial situation since then unfortunately worsen due to our significant loss and we still feel that Discovery was not willing to seek a win win situation as the impact on a large organization is hardly nothing, as the loss of our installment is insignificant.