OH
Ormond H
1 reviews | Active since Feb 2016
02 Mar 2023, 16:09
Discovery insure TERRIBLE
My car broke down in a place with no cellphone reception on Sunday. Had to drive to the next town. Discovery after two attemps finaly got someone to come pickup the car at a guesthouse. It was towed to one town and on Monday to the next town. It is Thursday and I have no word on what is going on with my car. They towed it to a town 130km from me. The place where i need to take the hired car(piece of trash) is 50km away from where my car is. I am dissapointed and will certainly cancel my bussiness with Discovery insure.
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Ormond H's updateReviewer Update
02 Mar 2023, 17:26It has been 4 days and after phoning YOU I am still in the same situation you left me. So don't see how it will help, but you are free to give it a go
OH
Ormond H's update02 Mar 2023, 17:26
Reviewer Update
It has been 4 days and after phoning YOU I am still in the same situation you left me. So don't see how it will help, but you are free to give it a go
OH
Ormond H's updateReviewer Update
22 Mar 2023, 14:09 I have no other choice than to escalate this case. Today marks 24 calendar days since the incident happened. Today as I am typing this email, I STILL have no indication of where my vehicle is, what is wrong with it, when it will be fixed etc. I am outlying the timeframe for you below to see my urgency and effort I went through to try and find answers. To be honest, I didn't expect this type of service from your company. Please take the time and consider the events as below. Please note that all calls should be available from Discovery as they state all calls are recorded. I also have all email communication. If required, I am more than happy to provide them to you.
On 26 February 2023, I was on my way to Venetia mine. The road is full of potholes, and I slowed down to navigate my way through the bad patch of road. I went through one of the potholes as it is impossible to miss all of them. Although I went through the pothole, it was at a slow speed. After the potholes, when I accelerated again, the car had no power and there was a whistling noise coming from the engine. I pulled over to try and see where the noise came from. I was unsuccessful in trying to establish the source where the noise was coming from. Still, I had no reception and no other choice than to drive the vehicle at a reduced speed to an area where I could possibly get reception on the network to make phone calls. Before I reached an area with reception, the vehicle had a lot of smoke coming from the exhaust. When I finally got wifi signal at the guest house where I stay, I sent my wife a whatsapp to phone discovery.
To further confuse me, discovery book a rental car from Avis in Musina, but took my vehicle to Louis Trichardt which has no Avis. So now I ask, how will I return the Avis car in Musina and then get my car in Louis Trichardt once it has been fixed? Or is Discovery going to fork out more money towards Avis to "collect" the courtesy car in Louis Trichardt?
Help me please. Assist me to get this resolved. I am sure I missed a couple of important dates, calls or facts. But as you can see it has been going on for a while and it gets increasingly difficult to remember everything. But this should somewhat sum it up.Today I am putting this reference up on Hello Peter Again.If I do not get a satisfied response from Discovery within 5 days I will be contacting the ombudsman. I am a loyal Discovery client. I have Discovery medical aid. My Home insurance is with Discovery. My vehicle insurance is with Discovery. I will be reviewing my medical aid and insurance options. No one deserves to receive this kind of service and treatment.
On 26 February 2023, I was on my way to Venetia mine. The road is full of potholes, and I slowed down to navigate my way through the bad patch of road. I went through one of the potholes as it is impossible to miss all of them. Although I went through the pothole, it was at a slow speed. After the potholes, when I accelerated again, the car had no power and there was a whistling noise coming from the engine. I pulled over to try and see where the noise came from. I was unsuccessful in trying to establish the source where the noise was coming from. Still, I had no reception and no other choice than to drive the vehicle at a reduced speed to an area where I could possibly get reception on the network to make phone calls. Before I reached an area with reception, the vehicle had a lot of smoke coming from the exhaust. When I finally got wifi signal at the guest house where I stay, I sent my wife a whatsapp to phone discovery.
- 26 February 2023 - Day of incident. My wife phoned Discovery to inform them about the incident as I could not place a call myself due to no reception where I was travelling. They let us know that they are sending a tow truck from Polokwane. 20 Minutes later they let us know again that the tow truck will in fact be coming from Musina. After my vehicle was on its way to Musina, I contacted the owner/manager of the towing services to establish where my vehicle will be going. She informed me that it will stay at their premises on the 26th of February, because it was a Sunday. The vehicle will be towed to Louis Trichardt the following day.
- Throughout the next few days, I asked my wife to call and do follow ups for me, as I am at work and are not allowed to take my phone inside the mine. But no one could tell her yet what was going on. Only that the vehicle will be towed to Summit panel beaters in Louis Trichard.
- 2 March 2023 - After phoning Discovery 3 times, each time getting put through to someone else or the phone simply getting dropped in my ear, I went and left a review on hello Peter, in the hope that someone will notice my problem and assist me. Discovery rep**** to my Hello Peter review and advised that a dedicated member will get in touch with me shortly.
- 3 March 2023 - Day 5 without any response. I got an email from Neliswe informing me that my claim has been re-allocated to her. She followed up with the assessment apartment and they confirmed the assessment had been done. The assessment report was with the Assessing Manager to sign off to the claims department. Later that day, after two more attempts to contact them, I received an email from her saying "I haven’t received the assessment report as yet, once in receipt of the assessment report, we will provide you with detailed feedback"
- 4 March 2023 - I got an email saying they tried to phone me on my wife's number but could not reach me. I rep**** within 2 minutes and gave them an alternative number to reach me. Please note that apart from the first attempt to call me, up to today, I have had NO further calls from Discovery. I contacted Discovery again telephonically, and I reached Tshepo Kekane, who sounded as if he would gladly assist me. At this stage the courtesy car was due back, after explaining this to him, they extended the hire of the courtesy vehicle until 18 March 2023. Not going to expand on the courtesy vehicle issue, which was a very bad experience on its own. After speaking to Tshepo, he and I were confused as to why the vehicle would be taken to a panel beater in the first place, he sent me a consent form in order for the specialist assessment to be done on the vehicle.
- 7 March 2023 - I contacted Tshepo again to find out if he has any updates. He rep**** to my mail, saying the assessment report can take 7 to 12 days. He also said the inspection date has been scheduled for 08 March 2023.
- 9 March 2023 - I sent Tshepo an email, asking if he knows whether the inspection was done on the 8th of March as scheduled. I got no feedback.
- 10 March 2023 - I sent Tshepo an email again, asking him if he has any updates yet, and reminding him it has almost been two weeks. As this was day 13. Again I got no response.
- 13 March 2023 - I phoned discovery again to get assistance, after being transferred from one person to the next, they could not assist me. I sent Tshepo an email again asking for an update. I asked him to please drive this from his side to get it done. I mentioned to him that if this cannot be resolved I will be forced to take another route.
- 14 March 2023 - Tshepo now rep**** to my mail from the before, saying "they can not rush the process and that they will confirm once the specialist report is supp****" He then also forwarded this communication to Nelisiwe.
- 16 March 2023 - I sent Tshepo a mail again asking for any feedback and also advised him that the rental vehicle duration is almost over. AGAIN. As previously said, it would end 18 march 2023. I got no response from him. Once again I phoned Discovery. 3 Times. Getting put through from one person to the next. Finally a lady who was willing to assist. I again went through the whole setup with her. And she said she would see what she could find out. But on the system there was no assessment done yet.
- 18 March 2023 - Day 20 since the incident. The courtesy car must be returned. I called and they say they will extend the hire again, for the second time now. I didn't get a confirmation mail, so I phoned Avis. No extension was made. I phoned discovery AGAIN. They say they will extend the hire, but this will be the last extension. No confirmation mail, so I phone Avis, AGAIN. No extension made. I phone Discovery AGAIN, for the third time now. Again they inform me that this will be the last extension, as I am only covered for 30 days. I enquired about this situation, as it is out of my control how long Discovery tends to take handling this claim. Due to poor service I am now almost out of time for car hire. This is not my fault. They said they would look at delays and "reimburse" those days. Nonetheless, I finally got confirmation of the extension. This extension will now be until 28 March 2023, then I will not be covered anymore.
- 21 March 2023 - I sent Tshepo an email again. It has been 23 calendar days, and STILL, I have no idea where my vehicle is, what is wrong with it, when it will be fixed.
To further confuse me, discovery book a rental car from Avis in Musina, but took my vehicle to Louis Trichardt which has no Avis. So now I ask, how will I return the Avis car in Musina and then get my car in Louis Trichardt once it has been fixed? Or is Discovery going to fork out more money towards Avis to "collect" the courtesy car in Louis Trichardt?
Help me please. Assist me to get this resolved. I am sure I missed a couple of important dates, calls or facts. But as you can see it has been going on for a while and it gets increasingly difficult to remember everything. But this should somewhat sum it up.Today I am putting this reference up on Hello Peter Again.If I do not get a satisfied response from Discovery within 5 days I will be contacting the ombudsman. I am a loyal Discovery client. I have Discovery medical aid. My Home insurance is with Discovery. My vehicle insurance is with Discovery. I will be reviewing my medical aid and insurance options. No one deserves to receive this kind of service and treatment.
OH
Ormond H's update22 Mar 2023, 14:09
Reviewer Update
I have no other choice than to escalate this case. Today marks 24 calendar days since the incident happened. Today as I am typing this email, I STILL have no indication of where my vehicle is, what is wrong with it, when it will be fixed etc. I am outlying the timeframe for you below to see my urgency and effort I went through to try and find answers. To be honest, I didn't expect this type of service from your company. Please take the time and consider the events as below. Please note that all calls should be available from Discovery as they state all calls are recorded. I also have all email communication. If required, I am more than happy to provide them to you.
On 26 February 2023, I was on my way to Venetia mine. The road is full of potholes, and I slowed down to navigate my way through the bad patch of road. I went through one of the potholes as it is impossible to miss all of them. Although I went through the pothole, it was at a slow speed. After the potholes, when I accelerated again, the car had no power and there was a whistling noise coming from the engine. I pulled over to try and see where the noise came from. I was unsuccessful in trying to establish the source where the noise was coming from. Still, I had no reception and no other choice than to drive the vehicle at a reduced speed to an area where I could possibly get reception on the network to make phone calls. Before I reached an area with reception, the vehicle had a lot of smoke coming from the exhaust. When I finally got wifi signal at the guest house where I stay, I sent my wife a whatsapp to phone discovery.
To further confuse me, discovery book a rental car from Avis in Musina, but took my vehicle to Louis Trichardt which has no Avis. So now I ask, how will I return the Avis car in Musina and then get my car in Louis Trichardt once it has been fixed? Or is Discovery going to fork out more money towards Avis to "collect" the courtesy car in Louis Trichardt?
Help me please. Assist me to get this resolved. I am sure I missed a couple of important dates, calls or facts. But as you can see it has been going on for a while and it gets increasingly difficult to remember everything. But this should somewhat sum it up.Today I am putting this reference up on Hello Peter Again.If I do not get a satisfied response from Discovery within 5 days I will be contacting the ombudsman. I am a loyal Discovery client. I have Discovery medical aid. My Home insurance is with Discovery. My vehicle insurance is with Discovery. I will be reviewing my medical aid and insurance options. No one deserves to receive this kind of service and treatment.
On 26 February 2023, I was on my way to Venetia mine. The road is full of potholes, and I slowed down to navigate my way through the bad patch of road. I went through one of the potholes as it is impossible to miss all of them. Although I went through the pothole, it was at a slow speed. After the potholes, when I accelerated again, the car had no power and there was a whistling noise coming from the engine. I pulled over to try and see where the noise came from. I was unsuccessful in trying to establish the source where the noise was coming from. Still, I had no reception and no other choice than to drive the vehicle at a reduced speed to an area where I could possibly get reception on the network to make phone calls. Before I reached an area with reception, the vehicle had a lot of smoke coming from the exhaust. When I finally got wifi signal at the guest house where I stay, I sent my wife a whatsapp to phone discovery.
- 26 February 2023 - Day of incident. My wife phoned Discovery to inform them about the incident as I could not place a call myself due to no reception where I was travelling. They let us know that they are sending a tow truck from Polokwane. 20 Minutes later they let us know again that the tow truck will in fact be coming from Musina. After my vehicle was on its way to Musina, I contacted the owner/manager of the towing services to establish where my vehicle will be going. She informed me that it will stay at their premises on the 26th of February, because it was a Sunday. The vehicle will be towed to Louis Trichardt the following day.
- Throughout the next few days, I asked my wife to call and do follow ups for me, as I am at work and are not allowed to take my phone inside the mine. But no one could tell her yet what was going on. Only that the vehicle will be towed to Summit panel beaters in Louis Trichard.
- 2 March 2023 - After phoning Discovery 3 times, each time getting put through to someone else or the phone simply getting dropped in my ear, I went and left a review on hello Peter, in the hope that someone will notice my problem and assist me. Discovery rep**** to my Hello Peter review and advised that a dedicated member will get in touch with me shortly.
- 3 March 2023 - Day 5 without any response. I got an email from Neliswe informing me that my claim has been re-allocated to her. She followed up with the assessment apartment and they confirmed the assessment had been done. The assessment report was with the Assessing Manager to sign off to the claims department. Later that day, after two more attempts to contact them, I received an email from her saying "I haven’t received the assessment report as yet, once in receipt of the assessment report, we will provide you with detailed feedback"
- 4 March 2023 - I got an email saying they tried to phone me on my wife's number but could not reach me. I rep**** within 2 minutes and gave them an alternative number to reach me. Please note that apart from the first attempt to call me, up to today, I have had NO further calls from Discovery. I contacted Discovery again telephonically, and I reached Tshepo Kekane, who sounded as if he would gladly assist me. At this stage the courtesy car was due back, after explaining this to him, they extended the hire of the courtesy vehicle until 18 March 2023. Not going to expand on the courtesy vehicle issue, which was a very bad experience on its own. After speaking to Tshepo, he and I were confused as to why the vehicle would be taken to a panel beater in the first place, he sent me a consent form in order for the specialist assessment to be done on the vehicle.
- 7 March 2023 - I contacted Tshepo again to find out if he has any updates. He rep**** to my mail, saying the assessment report can take 7 to 12 days. He also said the inspection date has been scheduled for 08 March 2023.
- 9 March 2023 - I sent Tshepo an email, asking if he knows whether the inspection was done on the 8th of March as scheduled. I got no feedback.
- 10 March 2023 - I sent Tshepo an email again, asking him if he has any updates yet, and reminding him it has almost been two weeks. As this was day 13. Again I got no response.
- 13 March 2023 - I phoned discovery again to get assistance, after being transferred from one person to the next, they could not assist me. I sent Tshepo an email again asking for an update. I asked him to please drive this from his side to get it done. I mentioned to him that if this cannot be resolved I will be forced to take another route.
- 14 March 2023 - Tshepo now rep**** to my mail from the before, saying "they can not rush the process and that they will confirm once the specialist report is supp****" He then also forwarded this communication to Nelisiwe.
- 16 March 2023 - I sent Tshepo a mail again asking for any feedback and also advised him that the rental vehicle duration is almost over. AGAIN. As previously said, it would end 18 march 2023. I got no response from him. Once again I phoned Discovery. 3 Times. Getting put through from one person to the next. Finally a lady who was willing to assist. I again went through the whole setup with her. And she said she would see what she could find out. But on the system there was no assessment done yet.
- 18 March 2023 - Day 20 since the incident. The courtesy car must be returned. I called and they say they will extend the hire again, for the second time now. I didn't get a confirmation mail, so I phoned Avis. No extension was made. I phoned discovery AGAIN. They say they will extend the hire, but this will be the last extension. No confirmation mail, so I phone Avis, AGAIN. No extension made. I phone Discovery AGAIN, for the third time now. Again they inform me that this will be the last extension, as I am only covered for 30 days. I enquired about this situation, as it is out of my control how long Discovery tends to take handling this claim. Due to poor service I am now almost out of time for car hire. This is not my fault. They said they would look at delays and "reimburse" those days. Nonetheless, I finally got confirmation of the extension. This extension will now be until 28 March 2023, then I will not be covered anymore.
- 21 March 2023 - I sent Tshepo an email again. It has been 23 calendar days, and STILL, I have no idea where my vehicle is, what is wrong with it, when it will be fixed.
To further confuse me, discovery book a rental car from Avis in Musina, but took my vehicle to Louis Trichardt which has no Avis. So now I ask, how will I return the Avis car in Musina and then get my car in Louis Trichardt once it has been fixed? Or is Discovery going to fork out more money towards Avis to "collect" the courtesy car in Louis Trichardt?
Help me please. Assist me to get this resolved. I am sure I missed a couple of important dates, calls or facts. But as you can see it has been going on for a while and it gets increasingly difficult to remember everything. But this should somewhat sum it up.Today I am putting this reference up on Hello Peter Again.If I do not get a satisfied response from Discovery within 5 days I will be contacting the ombudsman. I am a loyal Discovery client. I have Discovery medical aid. My Home insurance is with Discovery. My vehicle insurance is with Discovery. I will be reviewing my medical aid and insurance options. No one deserves to receive this kind of service and treatment.