Discovery Insure: Retention Dept = GOOD | 1st line customer support = BAD

Hi, Received great customer service from Tasmina Nair in Retentions at Discovery Insure Sandton. I received a competitive quote from another company and Tasmina was able to go through the quotation, and improve my offering with Discovery to be more competitive. The handling of my query was very good and unexpectedly helpful with trying to improve the price and retain a customer. Even though the new cost was still more, the experience was worth it, and I've decided to stay for another 12 months.

However, in regards to handling of my initial query through front line customer support I found it very difficult to get help. They did not look at the comparative quote and simply denied any request for a discount. Not until I decided to cancel did Discovery bother to help.

Next time if you need help, ask to speak to Retentions, the bots on the front line are not willing to help you and actually need interpersonal s****s training. Had I not realized they were customer obsessed reps working in Rententions I would have canceled simply due to being treated like cattle by 1st line support.

Overall positive experience in the end.