Discovery Insure Ignoring Valid Cashback Issue – No Response After 4 Working Days

I’m extremely disappointed with the service received from Discovery Insure regarding our Vitality Drive cashback, which has now been incorrectly withheld for two consecutive months – January and February 2025.

At the start of January, we updated our primary drivers on our two vehicles (Ford Everest and Suzuki Swift) and continued using the same Vitality Drive card with the Ford Everest (card number: ***6574). Despite earning sufficient Vitality Drive points and definitely swiping the card for fuel, we received no cashback for January. I phoned Discovery Insure in February to log the issue. The agent said they would sort it out and call me back. I never received a follow-up call or email.

Now in March, the February cashback is also missing, despite the exact same issue. After investigating myself, I found that Discovery Insure unilaterally changed the Vitality Drive card linked to my wife’s profile, to a number we do not own, and never informed us of this change. This seems to be the cause of the missing cashback.

I’ve since fixed the card number in the app, but the initial problem remains unresolved. I emailed Discovery Insure with full details and supporting documentation (fuel slip, bank statements) and asked for a resolution. It’s been four working days with no response at all.

As a long-time Discovery client, I find this lack of communication and accountability completely unacceptable. We expect immediate correction and payout of the January and February cashback via our selected method – Discovery Miles.

Please sort this out urgently.

— Policy Holder R Lauwrens