Discovery - Vehicle insurance – what a joke!!! It boggles the mind!!!!

We are so disappointed and disgusted by the treatment received by Discovery insurance. To give context … Our son’s vehicle became a right off on the evening of Friday 28 November 2025, a drunk driver drove into him at a robot, and he was knocked forward into the car Infront and to the side of him. The tow truck was there in a jiffy, and they took the car to their storage yard and gave my son the invoice/quote that had the date, the vehicle make, model and the number plate on it, they then dropped my son to the police station to report the incident and he received an Accident Report number from the Police station. He also had taken photos of the smashed vehicle.

Monday 1 December, we contacted our broker, and she guided us on how to lay the claim with Discovery. We sent them the photos of the vehicle; the police AR and a copy of the invoice received from the tow company. Including the details of the drunk driver’s vehicle as he met into another accident as he tried to flee the scene. We were appointed a claim handler from Discovery - Nompumelelo Siningwa who called the next day to inform us of what would happen next, (and that was the last we heard from her until 3 weeks later) and that they will only pay R2000 towards the tow company for storage as they were not registered with Discovery, and that the car would be collected by the end of the week to have it assessed.

By the Friday 5th Dec, we had to phone the call centre as we heard nothing from Nompumelelo Siningwa, only to be told they are negotiating with the tow company and that an assessor would go the next week to view the vehicle. Another week passed, at the end of the 2nd week 12 December, nothing was done, when we called, they said they are waiting for the assessor. By the end of the 3rd week, 19 December, nothing, on the afternoon of 22 December we got an email notifying us that the claim was rejected with no reason.

We immediately called Discovery to find out why? and spoke to Nompumelelo Siningwa and her supervisor Nolwazi Mtuzi. They said the tow company gave them an incorrect invoice. They said it was out of their hand and nothing could be done, the case has been sent for investigation, and it can only start on the 5 Jan 2026. As you can imagine, we were fuming with rage this point.

The incorrect invoice had the wrong details; of the date and license plate no., but the make, model and colour of the vehicle was correct. We called the tow company, and they confirmed that no one had contacted them or asked them to correct the mistake. The tow company immediately corrected the invoice and sent it to Discovery that next day.

At this point our broker commented that she had never in her 30 years dealing with insurance companies, experienced such incompetence. In the meantime, we had to pay for the vehicle to be taken to a family member as the storage fees were at this point way beyond R2000, as they charge R750 a day.

On the 9th of Jan 2026 the assessor contacted us to question us about what had happened and where the vehicle was… on the 11 Jan 2026 the vehicle was collected. On 12 Jan 2026 was our last communication from the assessor. It’s now 27 Jan 2026 and we still don’t know what’s happening with the claim… No one has communicated with us. If anyone cares the Policy no: *** Claim No: ***.