Discovery Misplaced my vehicle for FOUR DAYS while it was in for repairs and didn't pick it up until I called in to ask where my vehicle was.

So after my vehicle had been assessed the administration officer handling my claim went and gave the go-ahead for the repair of my vehicle without informing me or getting my permission to do so.

I called to inform her that I want to send the assessment to another panel beater as I do not trust just anyone with my vehicle. I receive the assessment get the quote from my panel beater two days later and send it to her. I receive no response from her for two days and decide to call her on her direct line. The call transfers me through to the claims department call centre. So I get helped an am informed that the vehicle is still due to be repaired at the centre that the claim administrator gave the go-ahead for a couple days prior. Even though I emailed them everything and made it very clear that my vehicle is to be towed to my panel beater. So the lady helping goes to talk to my claims administrator (Who never has time to answer the phone but is somehow always available to talk to other consultants) and we get it sorted the car is now to be towed to my panel beater. I was told they would tow the vehicle in the next hour.

So I phone my panel beater and it turns out my car has not arrived yet. So I call Discovery and now the tow has to be moved to the Monday morning as the panel beater is closed over the weekend. So I email the claims administrator the necessary information etc. On Monday my car is towed and I receive payment for my claim. I was under the impression that my vehicle is safe at my panelbeater as I pay Discovery just under R1000 a month I mean surely they can tow a car right? On Wednesday evening I receive an SMS from a panel beater saying my car is undergoing additional assessment as they missed some damage in the original assessment but it isn't my panel beater.

I got someone to call my Panelbeater to find out if my car had arrived as Discovery promised on the Monday morning to my amazement they had not received the vehicle. Now I am running around Frantic, as it is a possibility that my vehicle could have been ****** or stripped by someone else I phone Discovery and ask them where my vehicle is the response I get "Mam I don't know", "I will have to find out for you". They were under the impression that the vehicle was at my panel beater and did not know where my car actually was and so the race began to find my vehicle. How does an insurance company not know where a vehicle that they are having repaired is?

It turned out that Renew it Sandton had my vehicle towed to the first Panelbeater that the administrative officer had approved, this panel beater had my car for FOUR DAYS and Discovery never picked it up not once. I mean how does an Insurance company misplace a vehicle? Let alone tow it to the incorrect place. Now not only has my vehicle been touched by a panel beater that I did not give the permission to, it could have also incurred additional damage.

After I had notified Discovery I had to call the panel beater that had my car to tell them to stop working on my car as Discovery didn't, I then had to explain why as the woman said Discovery needs to inform them to stop. It's my vehicle not Discovery's.

I called Discovery over 8 times throughout the day trying to get hold of a supervisor and only got through after 3 pm, my call was dropped or they were in a "meeting". How can you have supervisors on duty that are never available ? Tell me how is it professional to make a client spend over 6 hours trying to get hold of someone in charge. How can you promise that a supervisor will call back at a certain time and they never do?

This is a very serious matter, an insurance company misplaced my vehicle and they didn't even realise it. As if their impact monitor taking longer than 10 minutes to show that I had been in an accident isn't bad enough , I now had to deal with a administration officer who made decisions on my behalf without my consent only to find out that she misplaced my vehicle. She never responded to any of my emails and never took my calls. If she hadn't authorised the original repair without my consent in the first place this would have never happened. She also clearly didn't do her job as she didn't follow up on whether my car had been delivered or not.

And the response I get from Discovery, they act as if my car being misplaced for FOUR days is nothing. This is ********* and dishonest practice. Discovery should be ashamed of themselves, I mean the entire point of an insurance company is to protect my assets not to misplace them, and of course, what do they do to compensate me for all the stress I went through in the past 14 hours.. Nothing. "We will have to investigate this matter".

At the end of the day, all of this still comes down to the fact that Discovery somehow managed to misplace my vehicle and didn't pick it up for four days. They probably would of never picked it up if I hadn't said something or until the quote came from the wrong panelbeater.

This isn't the first time I have had issue's with Discovery and I am honestly at a point where I feel like they can't be trusted.

I would like to know how exactly it is you can misplace a vehicle and not realise it. Also, how exactly is it okay that this has happened? How can this be treated as if it were a small incident? What kind of an insurance company is this? If I can't trust you to look after my car how can I trust you to get me the help I need when I am in a serious accident? You couldn't even get that right. That is your biggest selling point and it isn't even an honest one.