Discovery Insure Claims are bullies and *****

On the 20 November during a storm 2 trees fell on the house we are renting and damaged was caused to the roof structure. I submitted a claim under my house hold content benefit for temporary accommodation for myself and my family. I have 3 children under the age of 12 and my youngest is 4- for accommodation in the same area close to schools that accommodate interleading rooms is what i requested quotes for 1 week. As per my benefit limit, I am able to claim 20% of my sum insured of R300 000. 1. I contacted claims last week Friday the 20/11/2020 and was informed that I could NOT claim as it is not my building insured. After arguing with the claims consultant, I was eventually advised that I need to forward a copy of my lease. 2. I followed up with claims on Saturday 21/11/2020 as i did not receive the notification of the claim and only then was the claim registered. 3. On Monday 22/11/2020, I followed up again, as claims kept transferring the claim to buildings claims and I kept receiving calls from buildings assessors to assess the damages for my property in the Western Cape, which I am not claiming for. I am claiming for the benefit under my house hold contents for the property I am renting! 4. On the Wednesday 25/11/2020 i called in again to follow up on the claim, i was on the phone for 52min with a Richard, who requested photos and the quote, i sent 3 quotes. He said he submitted and by the following day it should be approved with the manager Brad. 5. I called in again on the 25/11/2020 as i received a notification again that an assessor would like to inspect my building in the Western Cape with a follow up call from the assessor in cape town wanting to make an appointment to see the house in George. 4. I sat on the phone for 2hours yesterday with Neliswe Khumalo (the Specialist Insure claims consultant) and Siya Mbozana ( a claims consultant) to ensure that all was in order. They requested documents and requirements from me which I sent. Nowhere in the conversation did they mention that the benefit has a calculation, that being said as the specialist they don’t know the benefit limits and calculations either. As per Nelisiwe's mail, she needed an invoice for the manager to approve, and as per Siya, with the approval from the manager ( I assume it’s the manger copied in on the mails sent) the payment would be done in 3 days. I drove to the first Quote as there was no direct contact number to request an invoice and i would need to make payment to receive it. I contacted the 2nd quote and he too said he was unable to give me an invoice without payment but that i would need to confirm booking by 15:00. Discovery have hidden the this calculation from ALL communications and explanations from clients and even their Advisors and Sales consultants as it is not in the Training manuals 20% of R300 000 (Sum insured) = R60 000 R60 000 / 366 days = R163.93 Weekly R1 147.54 Monthly R5 000 So the maximum they will pay is R5000 per month. My claim is only for 1 week for a family of 5. I have sent a formal email on the 26/11/2020 to Discovery Insure to lay a formal complaint reference number is: *** with a response mail We will contact you within 24 business hours with a solution, to date i have had no feedback. I have complained that i am being bul**** into just accepting what they are telling me and as per the Team Leader Porch Sithole that they are being "Prudent" with my claim. They have yet to send me a formal letter of this as i have told them i will be reporting them. I am appalled by the way I am being treated by Discovery Insure. Discovery has core values, Great people, Liberating the best in people, Intellectual leadership, Drive, tenacity and urgency, Innovation and optimism, Business astuteness and prudence, Dazzle clients, Integrity, honesty and fairness. Right now I feel they are not living Drive, tenacity and urgency, Dazzle clients, Integrity, honesty and fairness. • Drive, tenacity and urgency: I am living in a damaged house because my insurer refuses to keep their word on 20% of the sum insured (which I am not even claiming the full 20%) • Integrity, honesty and fairness: withholding important calculations in documents which at claim stage will affect the client, which to the client is unjust and unfair. If Discovery Invest, Discovery Life, Discovery Health can be transparent in their documents on how their benefits are calculated why can’t Discovery Insure, especially since it is probably in my opinion the most required? • Dazzle clients: me having to type out this email says a lot about the value • Business astuteness and prudence: well this is being achieved WITHOUT integrity, honesty and fairness and in the best interest of the business not the client. The sad thing about this is, that I am sure there are many clients that just accept what they are told and that they are being taken advantage of in difficult situations. Going through the trauma of an event that leads to the assistance required from the insurer is hard enough.