Discovery looks for ways not to pay

I am extremely displeased with the service I have received from Discovery insure and I regret having moved to them. I have my BMW 320 D insured for almost a year. During the rainy season, I had hit a water puddle and the water had seeped through to my computer box and my vehicle could not even start. I called in and logged the claim on the 3rd October 2020.the consultant was quite pleasant but I was through to the incorrect dept however I must mention the consultant was quite sympathetic to my claim and was very helpful. i was told that he will log the claim and have someone call me back regarding the next steps. On the 5th Oct, I called in again for feedback and I was told that it has been allocated to a consultant (Darren Okkers) and was given his details. I had emailed him immediately thereafter (at 12:08) and he had then called back to go through the claims process. He needed info on where I preferred my vehicle being repaired to which I had called BMW edwin swales and was referred to their approved repair centre. I had emailed Darren that same day at 15:28 with the details of the repair centre. Since not hearing from Darren, the next morning at 08:54, I emailed Darren for feedback. To which he rep**** at 9:40 with details of towing services etc and he had advised that he will be sending through a technician for the vehicle assessment. On the 7th, I tried calling Darren and left a message for him for feedback but no response so I emailed him at 14:53. He then called me back and advised that his technician had just sent him a report and it said that there were no traces of water damage to the computer box. So I had told him that the technicians at the BMW repair center advised that there is water damage to the computer box and all symptoms of the vehicle points to it. The vehicle seizes completely and upon trying to start the vehicle, all the warning lights reflect on the dashboard. This was classic signs of water damage to the computer box. Darren seemed like he was going to help further and said he will speak to the technicians at BMW and retrieve a report from them. I emailed Darren again that afternoon to find out if he had spoken to the BMW technician however no response. On the 8th, I tried calling and even left messages, I even emailed him twice that day however no response. Also to note, one of the calls I made, Darren's colleague said "you are lucky that Darren even went further to assist you even though the initial technician that they sent said there's no water damage". I was so upset as if they are doing me a favour. What happened to treating clients fairly? Or offering excellent client service?? I called again on the 9th at 09:25 to which he said he will call me back in 10mins. I then called around 10:04 and spoke to his manager Jathin Mathura who agreed that this level of service is not acceptable. I even said that even if there's no progress, I should be informed especially when he advised that he will call back. I had gone through the claim with Jathin and he had advised that he will try and get another technician out to the vehicle however if he is unable to do so then he will request the report from the BMW technician. He then emailed me at 10:58 and advised that he spoke to his agents and he should have a report by Monday (12 Oct) by cob. Not hearing from him, I emailed on the 13th at 12:38 to which he replies and states that he requested the report from the BMW technician and his technician had also gone on the 12th to the vehicle so he will have both reports by the afternoon. 14/10 at 10:38,i email for feedback, to which he responds at 13:34 and says that his technician states that damages that I am claiming for happened a over period of time and that he will have to present his findings to a claim forum that Friday (16/10) and promised to have it finalized by then. He also stated that the BMW technician had not sent the report. On the 15th,I had contacted the BMW tech, he advised that he had sent it and even forwarded the mail that he had sent to Darren. The BMW tech said that they did not request a report, just a quotation. I tried calling Jathin however no answer and even emailed to advise him of this. So the BMW tech sent me the quote as well as stated his point of view on the damages to which I sent to Jathin. On the 19th, Darren emails me as I missed his call. He then calls back and advised that my claim has been rejected at the forum and that the second tech states that the clips on the cover had been broken and that damages to the vehicle are as a result of mechanical breakdown and wear and tear. The covers that was opened up by his technician had never been opened before as there were no repairs ever done to that section of the vehicle. so I can't understand how it was broken. The corrosion that the tech saw by the computer box could have been a result of the water that had gone through. (keeping in mind it has now been just over 2 weeks since the incident). Discoverys technician states that the water damage has been happening over time. (keep in mind the first tech they sent out said that there was no water damage). When I had spoken to the the BMW tech as well as looked at BMW forums, all evidence states that when water enters the computer box, it immediately seizes and there is no way that it can happen over time. Upon analyzing the report from their technician, it clearly shows that it was more of an investigative procedure to find a way not to pay out my claim rather than finding the actual fault and what had caused it to occur. I am extremely disappointed with the service I have received and have obviously disputed the claim with Discovery (in line with their procedure). I emailed through my complaint on the 20th October. I didn't receive any response, nothing to even state receipt of my complaint therefore on the 21st I had called just to ensure that it was received. The consultant was not helpful at all, saying that there complaints dept cannot be contacted telephonically and that I must wait 30days as per the rejection letter etc. I said all I want to know is if it has been received, not wait 30 days only to find out that it has not even been received. I did mention that if I don't hear from someone by cob, then I will post my complaint on social media and hellopeter. To my surprise, within minutes of ending the call, I received a response stating my mail was received. (this is obviously after I mentioned hellopeter).

On the 27th and 29th, I called for feedback and kept being told repeatedly to wait the 30days. As if I was speaking to an automated machine with absolutely no empathy. I begged for assistance and told them that I use the vehicle for work as I go out to my business clients and now it's so difficult for my husband and I to share a vehicle. To which I'm told again to wait 30days. In the mean time, the vehicle was at the repair centre and whatever storage fees accrued will be for my own account. I was told I cannot contact the complaints dept directly and all responses should be sent via email only to which b they will respond. I emailed for feedback on the 29th, it's now the 11th Nov (day 22 of 30) and I still have no feedback. The rejection letter states that I will be contacted withing 30 days. So do you wait until day 30 to contact me? Which further means I don't have a vehicle for over a month??? Is this the type of service that was sold to me? No!!!! Is this the level of respect I deserve being a loyal client??? No!!! Every month, even during the lock down months, I ensured my premiums were always paid. The water puddle was unavoidable and was definitely an unforseen circumstance to which I am paying for dearly. Is this not the reasons for taking out insurance? For those unexpected situations? Imagine if I had been hijacked, would they then say I caused it?? As that is also unexpected. Why does insurers look for loopholes when we claim. Sincerely Extremely dissatisfied Discovery client