Discovery Insure - Pathetic service

On 7 May 2019, I was involved in an accident where a woman who was on anti depressants lost control of her Jaguar F-Pace and drove into the car next to me and subsequently into me on the drivers side of my vehicle.

Discovery was very efficient at logging my claim on the day and loading my vehicle on a flat bed and taking it to their holding lot as well as the assessors.

A week later on 14 May 2019 - the Discovery claim assessor Fazeela Tennant had provided us with the assessor photos of my vehicle and the relevant quotation. Upon looking at the photos provided by the assessor, I had noticed that my rear bumper on the left was damaged and marked by the assessor as 'Old Damage'. I had taken photos at the scene of the accident and the rear bumper of the vehicle, I compared the two photos and there was no damage to my rear bumper at the scene of the accident. This damage was between the point that my vehicle was loaded on the flatbed, their storage lot and the assessors.

I sent the first email with photos as proof that my rear bumper was not damaged prior to the scene of the accident to Discovery on the same day of 14 May 2019 to Fazeela Tennant. During the days proceeding this, I was in contact with discovery everyday as no acknowledgement of my dispute was received, I spoke to another consultant by the name of Gordon as Fazeela was not available who confirmed that the photos were self explainatory and there was no damage to the rear bumper at the scene. He confirmed that he will escalate this issue and by no surprise nothing was done.

On 20 May 2019, with no feedback received, I contacted Discovery again and spoke to Thami Moloi who was by far the most helpful consultant at Discovery Insure. The emails that I had sent to Fazeela and Gordon was not attached to their system records and she could therefore not assist with feedback and confirmed the to agents had just added notes to the system. She gathered the towing company notes while I resent the Email to her again with the proof. She had spoken to her manager who was on duty at the time and a business decision was made to repair my bumper as the photos I provided was proof that there was no damage prior to the accident scene and is likely to have taken place between the towing company, storage lot and the assessors. I asked her to confirm over the phone that the bumper will be repaired and she confirmed same. I received an email confirmation on 20 May 2019 that the bumper claim was approved and sent to the assessors.

By Thursday 23 May 2019, I had no further response, I had called the BMW Sandton Auto Approved Repair Centre and spoke to Annelien who had not even received the communication of the approval. I had resent it to her and she confirmed that she will query with Discovery Insure as to what the issue is.

On Friday 24 May 2019, I had not received any feedback and called BMW Sandton Auto Approved Repair Centre once again and spoke to Annelien who confirmed that the received the communication and the bumper will be repaired and my vehicle should be ready within the next week. After about 45 minutes, I received a call from Annelien who advised that the rear bumper claim was declined.

I had called Discovery Insure again after this and was provided with the response of miscommunication and they will follow up etc..

I am now without a vehicle for 17 days due to no fault of mine and I am still waiting for Discovery Insure to sort out the claim for the rear bumper. I have never experienced such pathetic and inconsistent service with any insurance company. Once this is received and 'escalated' or whatever they 'say' they will 'do' I will still be without a vehicle and probably still fighting to get the repair work done by Discovery Insure for damage on my vehicle that was not my fault. So much for Discovery Insures 'Approved' 'Towing Company', 'Storage lot' and their 'Repair Center'