Discovery Insure - Zero Support from Claims and Legal Team, Forced to Escalate to Ombudsman.

We have received *shockingly poor service* from **Discovery Insure**, particularly from their **Legal Recoveries and Claims Department**, during a third-party liability claim (Ref: **#*****).

From the beginning, Discovery failed to act in our best interests. The third party involved in the incident was:

* A **foreign national** * Driving a vehicle **without a license disc** * **Not insured** * Did **not report the incident to the police** * Was **not the registered owner** of the vehicle

Yet, **Discovery Insure repeatedly asked us, their client, to provide “supporting evidence”**, despite the third party being uncooperative and the incident involving serious procedural irregularities on his side.

The situation was made worse by the complete lack of communication from Discovery staff. Email after email, we had to chase updates with no meaningful feedback. Here is a summary of our interaction with the legal representative (**name and contact redacted for privacy**):

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📩 **Communication Timeline:**

* **Sep 1, 2025**: Received request for full documentation, sketch, and evidence — we responded same day with everything requested. * **Sep 3 to Sep 9**: We sent multiple emails requesting updates and callback confirmations. * **Sep 5 - 8**: Sent multiple urgent emails asking for a call and for escalation. No calls received. * **Sep 9**: Only after repeated pressure, a “Recovery Manager” (**name redacted**) responded briefly stating the third party still disputes liability and refuses to pay.

Despite escalating internally, Discovery's representatives (both legal and managerial) **failed to call back**, **delayed responses for days**, and **did not act on escalation requests**. This is not how a professional insurance company should treat its clients.

📞 We even **called the Discovery office directly**, were promised a call back, and — once again — heard nothing.

At this point, we’ve **escalated the matter to the National Insurance Ombudsman** as we have lost confidence in Discovery Insure's ability or willingness to represent our interests fairly and professionally.

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**Key Issues:**

* Discovery placed full burden of proof on us despite third party’s obvious lack of compliance * No urgency, no follow-through from legal department * Managerial escalation provided zero improvement * Communication delays of 2–3 days or more * We had to chase every single update, call, and email ourselves

We feel completely let down by Discovery Insure and warn others to be cautious when dealing with their **claims and legal departments**. What should have been a straightforward third-party liability matter has become a stressful, drawn-out ordeal due to internal mismanagement.