DISCOVERY INSURE'S REFUSAL TO RESOLVE COMPLAINTS

On 19 June 2018 our vehicle, insured with Discovery Insure (hereinafter "Discovery"), was accident damaged and a claim was lodged. On 20 June they advised being "busy" with with the claim and will be in "touch". On 21 June my broker advised them to contact him directly. On 3 July 2018, I complained about not receiving any update, queried the delay and the exact whereabouts of the vehicle, as their tracking app indicated that it was being driven (which may cause further damage), while speeding and braking harshly (which negatively impacts on rewards) and advised that in the event of undue delay, I will recover costs for alternative transport. On 4 July, they authorised the claim, instructed repairers and supp**** the assessment, dated 22 June, which did not include interior damage or note the contents of spare wheel compartment containing various emergency equipment. On 5 July I advised them thereof and again queried the delay of 2 weeks after the assessment and the exact whereabouts of the vehicle. They advised that they will revert regarding the delay and that the app activity was due to the vehicle being taken to various dealerships for further assessments. I then also queried this and sought proof thereof. On 12 July, I complained again about not receiving any reply. On 13 July I sent them screenshots from the app indicating that the vehicle travelled 30 times and 535km after the accident. On 26 July I complained again about not receiving a reply and demanded answers to my queries in 7 days, being today, failing which I will regard it as their refusal to so answer and to resolve the complaints. On 1 August the repairer advised that they are awaiting parts for vehicle. I then requested Discovery Insure to provide us with alternative transport and again requested answers to my queries and that they further correspond with my broker. I have not received the answers to my queries. Accordingly, Discovery Insure refuses to explain their delay (which has now become unduly long), their tracking app's activity and refuses to take responsibility for the prejudice it causes us. My advice to readers hereof are to seek insurance cover elsewhere, because it is when you claim that you realise what you pay for.. or what you paid less for.