Discovery Insure, please keep your clients updated and explain the claim process!!

Dear HelloPeter and DiscoveryInsure

I have been a very loyal Discovery client for many years and a Discovery Insure client for close to 2 years now. I have a very comprehensive portfolio with Discovery and it pains me with the poor levels of client service I'm receiving from your Insurance team with a recent claim from theft.

Unfortunately my Mountain Bike was ****** at a mountain bike event on Saturday, 24th November in Stellenbosch. This is the 1st theft I have ever experienced and as you can imagine, my anxiety levels are at an all time high. Even worse, one of my prized possessions was ****** from me by a ********!

I lodged the claim online on the 24th November and supp**** the police case number and a statement of the incident. I received an automated SMS with my Discovery claim number and the name and telephone number of the claims agent that would be working on my claim.

It has been close to 2 business days and I cannot get hold of the claims agent assigned to my claim. I have NOT received 1 phone call or 1 email giving me updates that my claim is in progress and the status of the claim. There are no updates on your website either regarding my claim.

I have called in 4-5 times, each time I have asked very politely what do I do, how does the claim process work, how do I get hold of my claims agent, he/she is never available. I even asked to speak to a supervisor (Lunga) yesterday around 15:00 and I expressed that I'm literally feeling helpless, I dont know what to do or what to expect. Lunga said he would ask for the claims agent to call me and update me, I haven't received a call or email since chatting to a Discovery Insure supervisor.

I have spoken to a claims agent who advised I needed to send quotes for the replacement Mountain Bike, I have sent 3 replacement quotes through and I haven't had a reply acknowledging receipt of any of the emails or a "thank you, we received your email" etc. etc.

I did some research and found this article: https://thewealthroom.co.za/wp-content/uploads/2017/10/claims_process_interactive.pdf

It would have been very helpful if my claims agent or discovery sent this to me so I understand how the claims process works.

I'm a senior manager at a company that manages corporate clients. Discovery Insure, you are literally getting a 1 star rating at this point in time. I have been a loyal client and have recommended Discovery to many friends, colleagues and family over the years. I am seriously concerned with the level of service I'm receiving and when you read this, no one has called or emailed me since lodging the claim.

I'm sharing this so you understand my levels of frustration and the feeling of helplessness. I am a victim of a crime and my insurer needs to help me through through this process.