Discovery Insure - Do you really want to help?

Our vehicle was in an accident just before Bloemfontein and Discovery assisted with an Avis vehicle within hours - well done. When they booked the Avis vehicle, they did not insure the car - not so well done. Now with a windscreen chip (with the "perfect" roads we have in SA) we are liable to pay over R3000.00 for a windscreen repair?

After a month of our vehicle being stuck at a BMW dealership in Bloemfontein, Discovery eventually sends someone out to assess the vehicle so they can approve the claim.. over a month? This only happened after they transferred the vehicle to Johannesburg as that is where we live.

Now keep in mind, Discovery only hires the Avis vehicle for 1 month.. after numerous phone calls with most likely their whole claims/insure staff, trying to get through to a manager, getting advised that their "manager", Natasha would be in touch, we are sitting with another bill from Avis for car hire as Discovery never advised them to extend the hire period - after they took over a month to assess and approve the claim..

There are recordings where Discovery consultants/staff themselves admitted that it was a slip up from their end and they would assist with the extended vehicle hire period.

Over R9000.00 later, for car hire, windscreen repair and dropping the Avis vehicle in Johannesburg (not Bloemfontein) because Discovery brought our vehicle to Johannesburg, we cannot get through to any of their claims staff, nor managers.

We can only hope and pray that this attempt to get their attention will work.. what more do they need, more complains on other social media platforms?

Below, a breakdown of each individual and date we spoke to, all advising that Natasha (their manager) will be in touch:

- 15 Dec: Accident happened before Bloemfontein. - 23 Dec: Claim re-allocated to a new Claims Administrator (Lebogang Makgato) - 6 Jan: Tabo/Tobo - waiting for assessment report. No feedback. - 12 Jan: Nellie - transferred to a specialist with no answer. Phoned again. - 12 Jan: Zia - transferred to a specialist. - 12 Jan: Tabo/Tobo - escalated to management and advised management would be in touch. Original assessment was booked for the 21 Dec. Tabo/Tobo advised nothing was done and vehicle was not assessed yet. Rebooked assessment. - 14 Jan: Nobile - advised Natasha will be in touch. - 14 Jan: Jackie - advised Natasha will be in touch. - 8 Feb: Cindy - on a phone call with Avis and Cindy, Cindy advised she will get a manager to contact us. Never happened. - 24 Feb: Lebogang - emailed us asking if we received our vehicle. They vehicle is still at the repair center. Clearly Discovery doesn't know what is going on with the repair of the vehicle? - 28 Feb: 3 phone calls, over 2 hours of waiting whilst I type this up, and getting told Natasha is not at her desk, but she'll phone me back...

Doesn't the above just sound frustrating? It's the 28th of Feb, no repaired vehicle but a hefty R9000.00 deducted from our account. Fun.