Discovery Insure Lies and Collusion with Assessors

<p>I have been a victim of Lies and Collusion by major industry players Discovery Insure and NetAssess. My Range Rover Sport was damaged when a vehcile ahead of mine on the freeway lost an insufficently secured load, which resulted in an abundance of glass shards hitting my vehicle damaging the front, top, sides and mags of my vehicle.</p> <p> </p> <p>This then started my 3 month claim experience with Discovery Insure and their selected Assessor, NetAssess. Once my claim was logged, I personally took my vehicle to be assessed by NetAssess, to whom I clearly identified all the damage on my vehicle. I was suspicious when my claim was approved ( ********** ) and the damage amounted to only R30k given the damage to the vehicle. Trusting Duscovery Insure I proceeded to take my vehcile to the Discovery Insure selected Repairer. </p> <p> </p> <p>I then monitored the situation and after my vehicle was at the Repairer for 3 weeks (the original estimated repair time), to my dismay, not a stitch of work was conducted on my vehicle. During this period, I was never contacted by the Discovery Insure Representative (Dineo Monguni) to highlight any issue. When I investigated the issue, I find out that the Repairer being approved by Land Rover Repair Center, had a compulsory obligation to repair the vehicle to the industry standard governed by Land Rover. The problem was that Discovery And NetAssess were colluding and attempting to get the Repairer to conduct a substandard repair by not approving the material required and recommending cheap work arounds.</p> <p> </p> <p>After multiple calls with Discovery representatives (viz. Dineo Monguni & Boitumelo), the issue was not being escalated or resolved. I then attempted to escalate the issue by mailing ********** on 11 April 2017. Since my car hire was ending and no work was done on my vehicle, I collected my vehicle and asked Discovery to only contact me once they have resolved this issue with their slected vendors.</p> <p> </p> <p>The lies and collusion started again when Discovery Insure sent me an email (now including feedback from Keneilwe Motlokwane and Team Leader: Bianca Manaka) stating, "Please note that this matter has already been escalated to our assessors to look into, we received confirmation from the assessor yesterday that the additional have been authorized accordingly for the repairer to commence with the repairs.". The emails also stated that I would be contacted by the relevent Manager, but it seems Discovery Insure stood firm by its culture for management to contact clients directly on this matter to further expose their scrupulous behavior.</p> <p> </p> <p>Now assuming that this issue is resolved based on the email I received from Discovery Insure, I rescheduled the hand over of my vehicle to the Repairer.</p> <p> </p> <p>I once again allowed for the 3 weeks estimated repair time and then followed up with the Repairer. To my dismay once again, I was told that my vehicle was again standing with no further work being conducted, this time with some repairs done and others on hold becuase Discovery/NetAssess had not approved items. Further, the vehicle was sent to Land Rover for Approval after the repairs but had failed as a result of the incomplete items. I was also informed by Land Rover that my vehicle had now been red flagged in their system as a vehicle with incomplete repairs/repairs not approved by Land Rover. Land Rover had also written to the Repairer clearly stating that items which ignored by Discveory/NetAssess had to be replaced due to structural and safety requirements. This was sent to Discovery and NetAssess since these items were on the original list of repairers which Discvoery **** had approved. This lie was now unfolding and jeopardising the safety of my family and I as collateral damage.</p> <p> </p> <p>I went to personally view the vehicle, and was not as shocked this time around when I saw that the there was still damage to the front bumper, front right light and roof which was not repaired. So I started the process calling a Discvoery Representative again, this time I spoke to Discovery Representative Shannon at 09h35 while I was at the Repairer, she informed me that every point of escalation at Discovery Insure was unavailable to deal with my call at the time. I clearly informed her that I will wait at the Repairer until someone is available and she should contact me back. As usual, Discovery Insure management representatives were hiding in the dark and refusing to contact me. After waiting for 2 hours, I called the call center again and spoke to Zothani and requested to speak to Bianca whom is their Team Leader. While he notified me that she was available and had a conversation with him while I was put on hold, staying true to the Discovery Insure culture, she refused to actually speak to me or get involved in the matter and got Zothani to call their partner in crime, NetAssess.</p> <p> </p> <p>The first comment from the colluding parties Discovery Insure and NetAssess was that the Repairer was lying to me about not receiving the approvals. Since I was still at the repairer, I put the manager of the Repair Facility on the call. After the discussion, I was then told a new story that there was miscimmunication and out fo blue, despite constantly dealing with the Repairer on email, I was told that the approval had been submitted on an online system to which the Discovery Insure selected Repairer was not linked to. On the call I was once again told that the repairs have now been approved and an email will be sent to the Repairer. I also requested the Discovery Representative (Zothani) to log the minutes/actions of the call and send me an email. I also requested him to escalate the issue to the Team Leader Bianca and ask her to call me. Needless to say, I did not receive an email summary of lies spoken on the call, nor was I honored by a call from Bianca. I did call back later that day at 16h11 and verified that my request was logged in the Discovery system but management once again refused to contact me.</p> <p> </p> <p>Not trusting the colluding parties based on the constant lies, I waited at the Repairer for the Approval to be sent by email as promised on the call. The unfolding of the lies continued when I saw the email received by the Repairer from NetAssess which was simply a one line email mail from NetAssess Mangement to another NetAssess representative stating "Please advise here". So once again, Discovery and NetAssess had no issues lying to me that the repairs has once again been approved when indeed it was not and the whole story of approval on the online system was also an elaborate lie from the colluding parties.</p> <p> </p> <p>So once again I am in the situation where no work is being done on my vehicle, I have exhausted my options with Discovery Insure to escalate the issue and Discovery Insure management refuse to contact me as their lies unfolds.</p> <p> </p> <p>I expect Discovery Insure to once again respond to this thread saying that this is not the level of service they strive for and that everything is apprently approved again. I would appreciate it if they gave up on trying to force the Repairer to conduct shoddy repairs and finally resolve this issue. In the interim, I have no options left but to take up this issue with the Insurance Obudsman.</p>