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Charmaine B
1 reviews | Active since Sept 2011
19 May 2021, 16:24
Discovery Insure - slow and pathetic claim payments!
I had an accident on 21 April and sadly my vehicle was written off. Discovery have not paid out my claim despite approving the claim and settling my Bank on the 3rd of May already. It is already more than two weeks later and apparently they keep having "system errors" and cannot release my payment. I think they are absolutely shocking. They paid the bank but they cannot pay me...this makes no sense. They claim they did not have my banking details but it is loaded on all my products on their own platform (Life, Health, Vitality and Bank)...how does that work. Please settle my claim...enough is enough!
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Charmaine B's updateReviewer Update
20 May 2021, 15:32Thank you for your feedback. I did however also ask about a manual process a while ago and they could not do it as it was with your IT department and could only go through the system. My broker asked these same questions. Perhaps you need to listen to the voice recordings and then find out whether you team are savvy enough to escalate these queries when they need to or just keep blaming your systems that don't work. I even got a call on a Friday afternoon to let me know that the payment had been made...this was obviously not the case. The above feedback is not news to me and it takes Discovery 3 weeks to resolve a manual payment??? The banking details not being on the system is a difficult one to understand as it is on your system that I can see that Discovery know what my banking details are for my debits and refunds. This is not an acceptable answer / resolution from you.
CB
Charmaine B's update20 May 2021, 15:32
Reviewer Update
Thank you for your feedback. I did however also ask about a manual process a while ago and they could not do it as it was with your IT department and could only go through the system. My broker asked these same questions. Perhaps you need to listen to the voice recordings and then find out whether you team are savvy enough to escalate these queries when they need to or just keep blaming your systems that don't work. I even got a call on a Friday afternoon to let me know that the payment had been made...this was obviously not the case. The above feedback is not news to me and it takes Discovery 3 weeks to resolve a manual payment??? The banking details not being on the system is a difficult one to understand as it is on your system that I can see that Discovery know what my banking details are for my debits and refunds. This is not an acceptable answer / resolution from you.