Discovery insure claims nightmare X4

My emails and escalations have been ignored. I am writing to formally escalate my complaint regarding the handling and rejection (refusal to replace windscreen with OEM windscreen) of my recent vehicle claim, Reference Number: ***. Despite my full cooperation and submission of all requested documentation — including an official letter from Audi and valid warranty certificates — the claim has been declined without a clear, reasonable justification.

The letter from Audi clearly states that the use of non-original (generic) glass would invalidate the manufacturer's warranty, specifically affecting components such as the rain sensor. This is a material concern and was raised in good faith to prevent future liability. Unfortunately, the decision by your claims team appears to rely solely on your service provider’s warranty, which cannot override the manufacturer's terms.

It is important to note that this is inconsistent with a previous claim of mine (***), which was approved under the same policy three years ago after similar deliberation. There has been no material change in the policy or my circumstances to warrant this new position.

Furthermore, I would like to remind you of the rights afforded to consumers under the Consumer Protection Act (CPA) of South Africa, particularly:

Section 55 – which guarantees consumers the right to receive goods that are of good quality, in working order, and compliant with applicable standards.

Section 56 – which states that if goods fail to meet those standards, the consumer is entitled to a repair, replacement, or refund within six months.

Section 48 – which protects consumers against unfair, unreasonable, or unjust contractual terms or conduct by suppliers and service providers.

Section 61 – which holds suppliers and service providers liable for harm caused by defective goods or services, including failure to uphold warranty obligations.

Rejecting a claim that is backed by official manufacturer documentation, while disregarding these consumer protections, may be construed as unfair and unreasonable conduct.

For your convenience, I have attached the following documents:

Audi letter confirming risk to warranty from use of non-original parts

Audi warranty documents (valid until 11 October 2026)

Relevant email correspondence

Given the above, I respectfully request urgent managerial intervention and a reconsideration of this decision. Please confirm receipt of this email and advise me on the next steps for formal escalation if necessary.

I appreciate your time and attention to this matter and trust that Discovery will act in accordance with both policy commitments and consumer law.