Discovery Insure complaint 2

I am writing to express my deep disappointment regarding the handling of my claim following an accident on 28 September 2025. It has now been 8 weeks, and my vehicle remains undelivered despite being with Nu Wagon panel beaters for repairs.

Each time I follow up, I am given conflicting explanations. Most recently, I was informed that my vehicle bumper failed the QC check because an incorrect or second-hand bumper was fitted, and Discovery still needs to authorize a new one. This is unacceptable and reflects a lack of accountability.

This is my second formal complaint in 4 days, and the ongoing delays have severely impacted both my work and personal life. I have been without mobility for weeks, which has affected my job significantly.

To make matters worse, Discovery has now arranged another courtesy car but insists that I pay a holding deposit. I strongly object to this, as the delay is entirely due to Discovery and its service providers—not me. I am a paying client, and I should not incur additional costs for something beyond my control.

Over the past 4 weeks, I have experienced over-promising and under-delivering. When I spoke to Tshepo Hlongwane, one of your consultants, I was reminded of policies and terms as if I am being done a favor, rather than receiving the service I am entitled to. This is not acceptable. I have been patient, but this situation has gone on far too long. I expect: Immediate authorization and resolution of the bumper issue. Delivery of my repaired vehicle without further delay. Waiver of any courtesy car deposit, given the circumstances. If this matter is not resolved promptly, I will have no choice but to escalate to the Ombudsman for Short-Term Insurance.