1 reviews | Active since Dec 2011
Discovery Insure had problems with debit order and failed to communicate and waits to refuse claim
-Agent: Nompumelelo Siningwa -Claim No: *** -Subject: Claim refused due to Discovery Insure bank problems & lack of direct communication with the client. Discovery Insure faces problems with the debit order from January 2021 but did not call and I never find or read any email notifying me.
We had a small car incident so we decided to wait to claim, as we needed the vehicle (we know they take along to give back) so we issued a claim in February 2021. I took the vehicle to their assessor (@JMJ Bodyworks) on 4th March 2021 and the claim was approved (on 5th March 2021 @2pm) quickly which I was surprised by however then i received a call last week from Nompumelelo Siningwa to state that they would not cover the claim as "Discovery Insure failed to put the January 2021 debit order through". The agent did not even try to discuss the situation and see if i even knew about it and even that i said that i did not know anything about it as I placed in Debit Order to make sure there is no problem with that. I was not notified by anyone, they can call at any time but now as they are working from home then "their agents avoid calling clients" so they just did not try to "even call me to let me know" i was Not covered for January 2021. I never left any payment not paid and i remember Discovery Insure had problems debiting but later it was sorted as they use another bank which id different then mine so problems can happen, but it is all about good communication with the client if they want to nourish a relationship but they showing that they don't. Discovery left my family & me without cover for one of the busiest time of the year and we were thinking we were fully covered. How can we trust in a company that does this manipulation and do not assist the client and do not do their best to communicate & make peace with their clients? How can Discovery Insure agents just avoid calling to let me know about this very important matter and just wait for a claim? This is what they are showing me. They could peacefully sort this out telling me that there was a problem (with the bank, etc) and they were not able to put the debit order through and tell me they would try again then once is paid then the claim could proceed. This would be showing honour after i explained that i did not know there was a problem as I placed in debit order to have peace as they asked me for.
Discovery Insure again makes all claims painful as they constantly look for a way to no honour it so we need to make sure we are always careful and evidence everything. They show that they do not care for their clients and their admin skills have been terrible for the last 4 years. I hope they prove to me I am wrong.Please: 1-As they failed to put the debit order through and to communicate with me, i just request that they debit the January 2021 fee again and honour me, with my last Claim No: *** issued. 2-Confirm my family & I are Fully covered by Discovery Insure under my policy and that there are No restrictions on my policy Plan# 4000-32-1188?I spoke to Mr Kirk (retentions agent) @2:31 pm on 11 March 2021 about this and he told me that i read & understood your email wrong and that I was not only covered for the month of January 2021 (due to Discovery face problems with the bank to debit form mine) and that as you debited February & March 2021 Mr Kirk confirmed that we are Fully covered from February and there are no restrictions o my cover. He said that Mr Ebrahim (Retention Mgr) would call me as i asked but he did not call. I need a confirmation that my family & I am fully covered now and there are No restrictions on my policy even receiving a confirmation from Mr Kirk.3-I need to deal only with a manager that looks after costumers Not with the agents who are not prepared to deal with clients and are working from home distracted (children noises in the background etc) and avoid calling back, etc. 4-Do not cancel or close this claim as it is a dispute. Please send me the complaint ref# so i can use it for my further actions against Discovery Insure.
I hope there is someone in this customer relations department that have more skills to deal with clients and save relationships. Thank you.
In regards to the problem, I was not aware that there was a problem with the debit order and "had no idea that I was not covered by you guys at all", which makes me not happy, otherwise I would do something. This could be the problem in your bank that is different to mine also, but basically, I was not aware otherwise I would act urgently. This is the fact that shows how unfair this is and if you care about your client you would make a way to correct and receive my payment like I proposed and proceed with the claim to avoid losing your best asset, several clients. There was a problem with the debit order before and you guys managed to "Call me" to verify with my bank and you debit again without any problem, but now seems that there is a claim involved so you do not want to honour me as the claim is above the premium. Please email me.
Ps: Please reply publically so we can help others and please answer with your name so we know who is involved. I am posting the Discovery Agent's reply publically below, as they rep**** "privately".
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Discovery Insure's reply:
16 Mar 2021, 11:33
Regards
Discovery Insure
In regards to the problem, I was not aware that there was a problem with the debit order and "had no idea that I was not covered by you guys at all", which makes me not happy, otherwise I would do something. This could be the problem in your bank that is different to mine also, but basically, I was not aware otherwise I would act urgently. This is the fact that shows how unfair this is and if you care about your client you would make a way to correct and receive my payment like I proposed and proceed with the claim to avoid losing your best asset, several clients. There was a problem with the debit order before and you guys managed to "Call me" to verify with my bank and you debit again without any problem, but now seems that there is a claim involved so you do not want to honour me as the claim is above the premium. Please email me.
Ps: Please reply publically so we can help others and please answer with your name so we know who is involved. I am posting the Discovery Agent's reply publically below, as they rep**** "privately".
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Discovery Insure's reply:
16 Mar 2021, 11:33
Regards
Discovery Insure
Any feedback on this??
I just remember that i added a vehicle on my policy around 22 & 24th Dec 2020 and i Only collected the vehicle on 28th Dec 2020. Your agent was in touch with me via Telephone and email and did not even tell me that they had problems with the debit order. The BMW claim i am in a dispute as it was refused to be paid by Discovery Insurer, but the agent said i could collect the new vehicle that i was Fully covered and there were No problems in my policy and i trusted. My BMW claim was approved via email then suddenly the agent called me on the day i was talking to your repair centre saying that they had problems in their bank to collect the payment. Another evidence that you guys failed to advise me directly and to confirm that "i did not want to pay". How your client that is supporting you for over 9 years, is leaving with his family for travel which is over 5000 km, with a new car, wants to be uncovered??
Go listen the recording and check the emails.
Revert this and honour me paying the claim urgently.
Any feedback on this??
I just remember that i added a vehicle on my policy around 22 & 24th Dec 2020 and i Only collected the vehicle on 28th Dec 2020. Your agent was in touch with me via Telephone and email and did not even tell me that they had problems with the debit order. The BMW claim i am in a dispute as it was refused to be paid by Discovery Insurer, but the agent said i could collect the new vehicle that i was Fully covered and there were No problems in my policy and i trusted. My BMW claim was approved via email then suddenly the agent called me on the day i was talking to your repair centre saying that they had problems in their bank to collect the payment. Another evidence that you guys failed to advise me directly and to confirm that "i did not want to pay". How your client that is supporting you for over 9 years, is leaving with his family for travel which is over 5000 km, with a new car, wants to be uncovered??
Go listen the recording and check the emails.
Revert this and honour me paying the claim urgently.