Discovery Insure Lies and Collusion with Assessors

I have been a victim of lies and Collusion by major industry players Discovery Insure and their chosen assessors Net Assess, and their chosen repairer Renew-it. I logged a car claim on the 22nd of May 2018 with discovery insure for my 2012 Golf GTI 35 edition which was damaged when a third party vehicle entered a red robot ahead of mine in the intersection which resulted in my car damaged on the front bumper, windscreen, headlight, fog light, bonnet, radiator and the two front air bags which got deflated during the impact from the windscreen. This then started my almost 2 months (22nd May 2018-05 July 2018) long frustrating claim experience with Discovery Insure, and their selected Net Assess assessors, and repairer Renew-it Revonia which shows no sign of being concluded. A week after going back and forth with emails and phone calls, follow ups and escalations due lack of feedback from my assigned consultant Anthony Mokgwase. I received a phone call very late around 18:00 to say my car was authorised for repairs. I later confirmed on discovery insure website/app that the car was authorised on 30th May 2018 for repairs with the estimated completion date of 06 June 2018 and advised to follow-up with the repairer -Renew-it Revonia. I then monitored the situation and after my vehicle was at the repairer-Renew-it Revonia for approximately a weeks without any progress feedback. I then contacted Renew-it Revonia to follow-up on progress of the repair.My then assigned consultant Adriaan informed that the car is under disassembly, which later after that the status changed to parts ordering as per their progress tracking app. A week later when I follow-up, to my shock I was told that there are documents that I need to sign before additional work can progress. I then went to my Renew-it assigned consultant (Adriaan) and he showed me a document titled Fitment of non-genuine/used parts which I was expected to sign. The document was clearly stating the importance of using genuine parts for cars witihin maintenance plan and highlighting that if I sign off the document and use of non-genuine parts my warranty, service or maintenance plan will be impacted. Is at that point I refused to sign. I then contacted Anthony Mokgwase from discovery insure and asked why should I be expected to authorise the fitment of non-genuine parts on the car while I have been paying the insurance for so long? From that point I started doing my own research with Volkswagen, short term insurance ombudsman and the fitment of non-genuine parts. The issue was then escalated to Dineo Monguni who then tried to persuade me to sign the document citing that they are only obligated to use the genuine parts when the car is still under warranty. During the discussion she then send me a letter from Ombudsmen titled (The Use of "Pirate" And Second Hand Parts in The Repair of Motor Vehicles. (2009).After that I then checked on the Volkswagen South Africa and downloaded a document titled (Warranty\Automation Plan) showing that my car is still under warranty as per the car model and make. I then Dineo the document from Adriaan and write ups to Dineo Mnguni stating the following: “I went true the document (ombudsmen’s part rule)and the extract below is applicable in my case like I said during our discussion the existing warranty (body corrosion Warranty with VW will be forfeited by the use of non-genuine parts), and according to the ombudsmen document you sent me is stating that:“Original factory supp**** components must be fitted whenever a critical component of the motor vehicle may be damaged or where the warranty or maintenance plan of a vehicle may be adversely affected by the fitment of other components.”

“The existing warranty will be adversely affected and it was confirmed with VW to say my existing body corrosion Warranty is valid for 12 years from the date when the car was purchased and if non-genuine parts are used. My warranty will be forfeited.” During the back and forth with discovery around the issue. I decided to lodge a formal complaint with Short term ombudsmen so that they can assist and further clarify their document more especially because to me their part rule document was in support of the use of genuine parts on cars that are within warranty and my car warranty is still valid. It was during that point when Dineo’s story took a 360 degrees turn to say there was a misunderstanding and I should produce a letter from Volkswagen stating and confirming that my car is still under warranty and everything will be fine as they are only obligated to use the genuine parts in cases were the car is within warranty which a week later was provided to her. “ My response to Dineo was: “I’m surprised that your story is changing after trying so hard to explain to you and Anthony that the car is still under warranty and you still insisted on the use of non-genuine parts sighting that the current body corrosion warranty is not what is required. I also sent you the warranty schedule from Volkswagen but instead of requesting a proof you instead argued and insisting on the use of non-genuine parts.” Volkswagen South Africa provided the proof which I sent to Dineo. She later responded to say the letter is forwarded to their assessors and should receive feedback later. The same day I went to Renew-it Revonia and at that stage I went to check my laptop which I happened to have left in the car on the day of the accident and to also just give them a quick feedback regarding the latest developments between myself and the insurance regarding the fitment of genuine parts. It was that time I demanded to see the car and to my surprise some of the parts I’m busy fighting about with the insurance were already fitted on the car (bonnet, fender, and the front bumper).At that point I paid a closer look and realised that all the parts were combination of non-genuine parts and old parts. I asked Renew-it workshop manager (Kavish) to say how possible is that parts are already replaced while I’m still waiting for final decision from Dineo (discovery insure). At that point, I became suspicious and noted that something was wrong. I however remained calm and instructed that all the non-genuine parts must be removed until we receive a go ahead from the insurance. Now assuming I never insisted on viewing the car and they went on and fitted all the non-genuine parts including the safety critical parts (i.e the two air bag) it could have impacted my safety on the road. The issue here is that Renew-it Revonia was also trying to meet the insurance halfway while compromising my safety in the process while I’m given the wrong impression that only genuine parts will be fitted. According to Kavish Renew-it is an authorised body repairer but how can they then try to lie to the client? After multiple calls with Discovery representatives (viz. Dineo Monguni & Anthony Mogwasa, Bianca Adams), It was then confirmed by Dineo to say the assessors have approved the use of Authorised parts, which I then immediately communicated to Retha Nel who is now my new Renew-it consultant. The confirmation was also e-mailed to me by renew-it revonia (viz Retha, Kavish and Robbie) (confirming that”they have spoken to Net Assess, yesterday, they said they are changing all the alternate parts to OEM)” confirming that the go ahead is granted After receiving the email confirmation I requested that the same email is forwarded to discovery insure for record purposes and after realising that there are delays in terms of the email, I then forwarded the email and copied everyone and highlighted that once the car is completed from the workshop I’ll be taking it to Volkswagen for assessment to ensure that only genuine parts were fitted. To my surprised a day later I then went to check the progress of the car and Renew-it(Kavish) told me they are again waiting for Assessors. I told them it does not make sense as the work has been authorised already and the use of genuine parts have been authorised as well as per the email communication from them and it was communicated to all the parties. I insisted that as far as I’m concerned I’m waiting for the car as per the progress and the updates on their progress app (website). After I left (04th July 2018), Retha called to say according to the assessor’s feedback the car has now been written off which does not make sense as the car was already in the workshop and currently being repaired (I saw it with my own eyes) and according to all the parties (viz Dineo, Bianca, Anthony, Kavish, Robbie and the assessors) the work has been approved and authorised with the use of OEM parts (emails as prove). I sent the email to the insurance stating that the car cannot be written off as it was already approved and I have all the email discussions between both the insurance and repairers, I also lodged a complaint with Ombudsmen which is still under review, however is taking longer as per their process. I also have warranty confirmation from Volkswagen. It’s being almost two months and the hired car is taken back after 30 days expiry as a result I don’t have a car anymore and I tried to raise the issue with Dineo as the delays were caused by the insurance but she just ignored my email. After the insurance realising that all the gaps are covered with regards to all their excuses in terms of the warranty proofs, and almost calls and emails every day. After also realising that I’m aware that Renew-it was going ahead with the fitment of non-genuine parts on the car while I’m still fighting the issue pretending that they are waiting for the go ahead from the insurance and I also mentioned that the car will be going for Volkswagen assessment after repairs. They then decided to change authorisation of OEM fitment on the car to write-off. I would appreciate that Hello-Peter assist me in this matter. I would also appreciate if discovery is forced to account and they give up on trying to force the repairer to conduct substandard repairs and finally to repair the car as agreed with genuine, OEM approved parts so that my warranty with Volkswagen is not forfeited. In the interim, also waiting for ombudsmen to assist as I feel that I’m being unfairly treated and my rights as the customer are violated by discovery insure as their client.