Discovery Shows Arrogance

<p>In November I took my car in for repairs. My policy included the car hire. For the first few weeks, Discovery Insure claimed that they cannot get hold of SAPS to obtain the accident report. I then requested an extension to the car hire. The consultant told me that "we will not be extending car hire due to your delay when I requested Accident Report when we couldn't get hold of SAPS." Now how is it my fault that Discovery Insure cannot obtain the accident report. I went out of my way to get the accident report and i had to pay for it. I asked her to escalate. She then sent me an email telling me that she "had to resend your query to another manager since the other one didn't reply our request." I found it very strange and arrogant that a Manager would not reply to a client query/request. </p> <p>So we went back and forth on this until my vehicle was fixed and I paid Avis the difference. After insisting that I would like to speak to Discovery Management, I got a call from someone who could not make a decision on the matter. Later that day I also got a call from "Theo" who told me that he has authority to make a decision on the matter. He asked me to send him all email communication between myself and the consultant. The very same day (January 12, 2017) I duly forwarded him the required information. To this days I have not received any feedback. </p> <p>Back to the vehicle itself. It had a front/side smash and subsequently, the aircon stopped working. I specifically asked the assessor to check the aircon. The repairing company told me that there was no assessment on the aircon. </p> <p>Clearly Discovery Insure has abandoned all customer service principles and have shown me who is the boss. </p>