1 reviews | Active since Jan 2019
Discovery Insure Service is a Disgrace
The service received from Discovery Insure is disgraceful. I cannot strongly enough articulate my frustration. Irrespective of vitality discounts and other "nice to haves" an inability to tend to claims is fundamental. I would strongly caution anyone from considering Discovery Insure.
The below is a snippet of my experience thus far.
* My claims has been under assessment for two weeks. Suffice to say I have received no meaningful feedback whatsoever. I have received no requests for further information. I have received no material feedback other than generic emails that the matter has been escalated and is being attended to.
* I have escalated the matter to two different managers and one team leader. Whilst "comforting", these persons along with their subordinates fail to return calls, fail to provide me with any further information and simply promise to get back to me without ever doing so.
* I asked the agent for details of the ombudsman to lay a formal complaint and she simply ignored my request.
* Whenever I contact the call center, the managers are perpetually unavailable. Excuses range from "all manager go home early" to "all managers are in meetings". To reiterate, this has happened several times over.
Thank you for raising your concerns.
Whilst we endeavor to settle all claims as quickly as possible , we must investigate the validity of the claim and sometimes delays will occur.
The matter has since been raised with the relevant management team and feedback
will be provided to you directly in due course.
Apologies for any inconvenience that may have been caused.
Regards
Discovery Insure
Thank you for raising your concerns.
Whilst we endeavor to settle all claims as quickly as possible , we must investigate the validity of the claim and sometimes delays will occur.
The matter has since been raised with the relevant management team and feedback
will be provided to you directly in due course.
Apologies for any inconvenience that may have been caused.
Regards
Discovery Insure
Your response is wholly inadequate. Whilst I appreciate the need to investigate every claims, investigations need not entail sheer incompetence and dishonesty.
On several occasions, staff, team leaders and managers have promised to return my calls and my provide me with feedback. My calls were not returned and no feedback was provided. Please confirm to me whether an inability to return calls forms part of your investigation process?
The claims assessor informed me today that the claim was only forward to him on Thursday last week. This was more than 10 days after I submitted the claim. The call center alleges to have provided the assessor with the claim several days prior. This means either the call center agent or the claims assessor is deliberating misleading me or simply ***********. Can you confirm whether this too is part of your claims investigation process?
It seemed lost on the assessor that even if he had only been notified of the claim on Thursday, he had not contacted me on Thursday or Friday or even today. I myself had to call the assessor. This is after having left several message for both the assessor and his manager on Thursday and Friday.
Please can you advise me when "in due course" is as no one contacted me today. Is in due course this month or the next or perhaps next year.
I trust you can sense my frustration.
Your response is wholly inadequate. Whilst I appreciate the need to investigate every claims, investigations need not entail sheer incompetence and dishonesty.
On several occasions, staff, team leaders and managers have promised to return my calls and my provide me with feedback. My calls were not returned and no feedback was provided. Please confirm to me whether an inability to return calls forms part of your investigation process?
The claims assessor informed me today that the claim was only forward to him on Thursday last week. This was more than 10 days after I submitted the claim. The call center alleges to have provided the assessor with the claim several days prior. This means either the call center agent or the claims assessor is deliberating misleading me or simply ***********. Can you confirm whether this too is part of your claims investigation process?
It seemed lost on the assessor that even if he had only been notified of the claim on Thursday, he had not contacted me on Thursday or Friday or even today. I myself had to call the assessor. This is after having left several message for both the assessor and his manager on Thursday and Friday.
Please can you advise me when "in due course" is as no one contacted me today. Is in due course this month or the next or perhaps next year.
I trust you can sense my frustration.