Discovery Insure----- PATHETIC SERVICE

I have had an absolutely terrible experience with Discovery Insure. My vehicle was involved in an accident on 20/05/2025, and it was only fully repaired on 27/10/2025 — more than five months later.

I completely understand waiting for back-ordered parts, but what I cannot accept is the complete lack of communication and accountability once the repairs were supposedly completed. We were informed that the vehicle was “repaired” and would be transported back on 03/09/2025, only for it to actually be moved on 12/09/2025. When we finally received it, we discovered that the repairs were not done properly at all.

I have no idea who the assessor was, but I genuinely cannot understand how they signed off on the vehicle as “repaired” when it clearly wasn’t.

To make matters worse, the consultants handling my claim ignored numerous emails. When I eventually called after two weeks with no response, I was told the consultant, Nokwanda Madlala, was on leave. Does everything stop when one person goes on leave? What about the days before that — why were my messages ignored?

When I finally got another consultant to assist, he informed me that my vehicle needed to go back to Gauteng (we live in Limpopo). I specifically asked him to check how long the repairs would take so that my husband could make travel and accommodation arrangements. I was told 3–4 working days. My husband took the car down — and it ended up taking half a day! So where did the 3–4 days come from? A complete waste of time and effort. And when you email the consultant about this you get ignored yet again until you have to call in and speak to yet another consultant to get him to contact you. Thami Zulu

The communication at Discovery Insure’s claims department is shocking, and there is a serious lack of care or urgency. It feels like they treat clients as just another number rather than people who rely on their vehicles and pay premiums for proper service.

Overall, this experience has left me extremely disappointed and frustrated. I expected far better from a company like Discovery. My complaint i logged weeks ago has still not been resolved.