Discovery trying to **** us by not paying our valid claim

On the 08/07/17 I was hospitalized due to an injury and had to have surgery on my knee and resulted in 6 weeks of sick leave and being immobile and on bedridden. During this time I had family and friends who naturally expressed their concern by visiting, and staying over to assist and support me during my recovery phase. Unfortunately it was during this period that we experienced a loss of some of our personal items. The perpetrator is unknown and its difficult to point a finger. Once we discovered our loss we immediately reported it to Discovery and it has since been battle despite being a loyal client since 2014.

When I initiated this claim about 3 weeks ago it's been a battle from the get go. The consultant that assisted us has been *********** to say the least (Nonthuthuzelo from the claims department) I suggest you listen to the phone calls and she has poor customer service s****s by not responding to my requests to remove the broker. She was not able to provide correct and clear information on several occasions - I was handed over to the claims team leader (Nelson) who better explained the claiming process. I advised discovery earlier this year to remove the broker because I changed companies and no longer would be entitled to the free service of the broker. This had gone unchanged. I eventually got hold of another consultant who assisted in finally removing the broker without any hassle.

Then the claim reached an apparent finalization stage as advised by Nonthuthuzelo when she called to confirm a few details. Had she read all my previous emails I sent to her thoroughly, she would have seen that additional items were added. I was then put through to the claims department manager Sasha Haddid whom in my opinion has no customer service s****s and was not helpful in trying resolve my concerns. She was intimidating me in my time of loss with her unprofessional telephone etiquette; as a manager I expect more from Sasha - I still await your apology call from our previous discussion. Discovery needs to review at their management potential as the mistreatment I received from you is disgusting and will result in losing clients. You have wasted my time and precious energy knowing full well that I'm using crutches to get by and I'm still battling to walk; I had to go to various shops to get replacement quotes for the missing items. I advised you in the begging of this whole claim that I am not fully mobile and cannot hop to each and every shop to get quotes. However you still persisted. Where is the human factor here? I hope this is not how you treat the rest of your clients. I have never received such pathetic service from you as a service provider since I joined Discovery in 2014. Then we were advised an assessor will be assigned as the quantum had increased, why could this not have been determined when I sent my email to Nonthuthuzelo detailing the missing items?? I met with Adele the claims specialist at our home on 04/09/17. She advised the claim would be finalized anytime from Wednesday-Friday this week.I phoned Thursday to follow up with the claim Adele"s words where to me was she still busy with the claim and will definitely finalize the claim today (Friday 08/09/17) no extra info was needed. Adele surprises us today Friday 08/09/17 with an e mail requesting names of people who have ever visited us in that time. We have sent her a list of our visitors despite the awkwardness involved. This can result in defamation of character to say the least. You had the audacity to tell us that you are busy and have other 10 clients that you are dealing which speaks volumes again on Discovery's lack of professionalism of their employees. I submitted this claim on the 23/07/17 and it remains unfinalised. I'm left with contemplating on taking my business to a service provider that has more experience in the industry and has better track record of treating clients with dignity and respect.