DISCOVERY INSURE: LIES, DECEPTION AND MISLEADING

Discovery Insure has poor administration in place. For more than a month, I have been put through torture, misled with lies and incorrect information. On 17/01/2024 my vehicle was involved in an accident. Thereafter it was towed to the assessment facility. Whilst my car was being assessed, the assistant of my broker, Amritha was discussing with me options of panel shops to have my car repaired. However, my car was taken to East Coast Panel and Paint without my knowledge. On 31/01/2024, I received a call from East Coast Panel and Paint seeking my approval to begin work to which I had declined telephoically due to the poor reviews I have seen. I requested a Panel shop close to my vicinity at Ethekwini North but according to my brokers assistant Amritha, there were no Panel beaters near me on the Discovery Panel. On the contrary, when I called Discovery Head office, two Panel beaters of my choice were infact appearing on their system so why was I **** to? On 09/02/2024, the assistant forced me with a choice of Panel beaters that were 60km away from my residential vicinity. I then chose Clark and Kent and was informed that it is now approved. On the same day, a few hours later, I received a call from Wise at East Coast Panel and Paint confirming that work is complete on my vehicle and it is ready for collection. To my shock and disbelief, I questioned him and he cynically said that his job is done and the car is ready for collection, I can dispute further with Discovery. The brokers office at Discovery mentions that they did not authorize East Coast Panel and Paint but Andre at East Coast Panel and Paint confirmed that he received authorization from Discovery. Furthermore, my vehicle was poorly repaired, a brand new bumper was charged for but instead, the old bumper was repaired and put back. The vehicle had a front smash. Gaps were showing between the bonnet and fenders after being repaired which was noticeable. Andre at East Coast Panel and Paint informed Discovery that we did not come to view the vehicle which is lies. Discovery refuses to accept responsibility, promised to rectify the vehicle by another service provider as per Jay at Discovery head office but did not keep up to the promise. The car was reassessed several times as per my knowledge from Discovery head office upon enquiring but still did not pass the assessment and I was not informed about this by my brokers office. Since the past 2 weeks, no communication was received from my brokers office. Now I feel forced by Discovery to accept my vehicle which I am not happy with, due to poor workmanship. I strongly feel that my vehicle has depreciated in value due to Discovery's incompetence, yet I am on the Classic plan. Up to this date, I haven't received a call from my broker himself, Waseem. I only received updates from his assistant Amritha until 2 weeks ago which was half facts and full lies. From the beginning, I have been fed with incorrect information. I have been misled with different stories between the call centre and the brokers office. This has left me questioning, what is really going on at Discovery Insure? As a customer, I feel like I have been held hostage by Discovery Insure and it is appalling.