Discovery Insure-Claims - poor service

12th January 2023 @ 13H30 -lodge an online claim for a burst geyser - ***. I called Discovery Insure @ 13H36 and emphasized that this is an emergency and would require urgent attention. At 14H04 I received a call from Drain Surgeon Plumbers ***) in Pretoria to advise that their Durban branch will be attending to my claim. I called Drain Surgeon Plumbers in Pretoria at 17H40 to advise no one attended to my claim. I was given the Durban branch number ***. I called at 17H42 and spoke to Patricia who was unaware of my claim, but took my details to revert. I called Discovery Insure at 17H50, spoke to Ashley and explained that no one attended to my claim and that Drain Surgeon Plumbers in Durban is unaware of my claim. To my astonishment, Ashley advised that there's very "slim chances" of getting another service provider after hours! Eventually she did instruct Bhafana Locksmiths to come and assess the burst geyser. At 18H00 Patricia called me from Drain Surgeon Plumbers, Durban to advise as per "her supervisor, they declined the claim as they do not service the Phoenix area! When I asked why wasn't I advised, she rep**** that it was Discovery Insure' responsibility of to advise the client and appoint a new service provider! I called Drain Surgeon Pretoria at 18H03 and expressed my disappointment that they allocated their Durban branch who doesn't service the Phoenix area. The lady was quite surprised and rep**** but they did do work in the Phoenix area previously! I received a call at 18H09 from Juggie from Bhafana Locksmiths to confirm my address as it was not on the email and he assured me that he will be at my premises in 30 minutes. At 18H30 Bhafana was on site and assessed the geyser. He confirmed geyser was burst and if they get the authorization, they will only replace it the next day. Friday, 13th January 2023 - 09H04 - I called Bhafana Locksmiths to check the progress of my claim and was advised that they did not get the authorization from Discovery Insure! I called Discovery Insure @ 09H05 and spoke to consultant Mlungsi who advised that the authorization was given to DRAIN SURGEON DURBAN at 08H15 this morning to replace the geyser! WOW! so now that Drain Surgeon has the authorization, they can very conveniently work in the Phoenix area! I disputed that I do not want that service provider and Discover Insure can allocate any other Service Provider on their panel that services the Phoenix area. Discovery Insure has now authorized Bhafana Locksmiths to replace the geyser, who by the way will attend to it "before the end of business" today! This call lasted 38mins7sec of my resources! Overall, I am disappointed with Discovery Insure who takes more than 24 hours to replace a burst geyser! Their panel of service providers leaves a bad taste in the client's mouth! Years ago I had a burst geyser with my previous insurer, ALEXANDER FORBES. As soon as I lodged my claim, I received a call to say " a burst geyser is an emergency and would require immediate attention". I was advised to get a registered plumber to replace the geyser and forward the invoice and it will be paid! This was done in less than 5 hours! So Discovery Insure should learn from the EXPERTS! Premiums are paid timeously, but when we require efficient response, this is the sloppy, pathetic service we receive!