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Samuel N

1 reviews | Active since Mar 2009

11 Mar 2025, 10:03

Discovery Vitality Drive Issues

I would like to express my dissatisfaction with Discovery Vitality drive. Their process and their device. This was their most selling point for them when they told me about their product. Hardly a week in I already feel the pain of being with them.

The staff in the call centre listen with a filter or they follow the script, if your issue doesn't match any of what they understand then you can hear from their tone, you get belittled and feel that on the other end they believe you're a ****.

When I ask the simple question - a couple of days back I drove the same route and all my trips were recorded. My route is always A to B then from B to C. Later from C to A and my day ends with my results in. 6 days in a row now I drive from A to B then it records trip perfectly. When I depart from B to C - I get a notice a C that your trip record is in but nothing. But when I leave from C to B and A all those trips are in.

You speak of GPS or battery Low or without Data. Maybe you think I am an idiot. I kept on telling your guys that - I turn on Waze the minute I get into the car to keep track of traffic on my route to work. It is live uses the GPS technology that you are telling me that it drops for a second and the entire trip is gone. Wow, what type of a system is that. Drop for a second then I am out of the radar for the entire trip. Or I drop it intentional so that I can do some drifting all the way to work?

I was surprised that I am not alone in this and we spoke about maybe its time to shop around because we don't know what you are up to discovery Insure.

Go through all this and tell me how long it will take you to tell me the cause than your Byron you told me that your system is accurate recording there is no fault or glitch in your system or device.

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Oh and please maybe it will also help to respond with a solution, not to apologize I have been hurt on how I got treated by your employees, all I need is a solution now not an apology.

Thank you.

0
Replies (5)
Discovery Insure
Discovery Insure's reply11 Mar 2025, 10:14
Official
Good day Samuel,

We're really sorry to hear about your frustrating experience with Discovery Vitality Drive. It sounds like you've been dealing with a lot of issues, and it's understandable that you're feeling upset. The inconsistency in trip recordings and the lack of helpful responses from the call center must be incredibly frustrating.

It seems like you've been very thorough in trying to resolve this issue, and it's disappointing that you haven't received a satisfactory solution yet. Kindly assist with sending through your policy details so that we may have this escalated to a higher level to find a more effective resolution. 

Regards
Discovery Insure

SN
Samuel N's update14 Mar 2025, 13:15
Reviewer Update
Hi Discovery,

Seems like you responded on my complain to buy yourselves time and make you look as if you care when you don't really care. I have the same colleague that has been with you for bit longer than me, and she has told me that you've given her points back. But when it comes to me you are investigating none stop and you can not tell me if I will get my vitality drive points back from the uncovered trips.

Seems like I am just a number to you. I even sent you the trend I picked up that initial trips were covered with no issue, now if I stopped for less than 5 minutes from my next trip I don't get covered now. You owe me at least 200 points.

What is it that you don't know about your system because there is nothing in your Ts and Cs that says trips must be more than 5 minutes apart?


SN
Samuel N's update14 Mar 2025, 20:16
Reviewer Update
In the meantime, please ensure that the location settings for the Insure are on always on instead of "when using the App" as that may also affect trip recordings. We are going to be monitoring the situation while the team works on resolving this. -- This is the exactly the response that irritate me from your call centre because you answer based on the script. My issue was never about location settings. I am telling you that I did pick the trend that if I stop and switch off the engine and go drop kids for less than 5 minutes and go again my next trip get uncovered. If the trips are 5 minutes apart (wait 5 minutes with engine off before I take off) that counts with no issues.

That is the answer and the cause - I went through your document as well the Terms and Conditions this is no where mentioned. Start there from telling me about my location that need to be set to always on. I am not a novice when it comes to applications and cellphones rather try a different explanation.
SN
Samuel N's update19 Mar 2025, 08:18
Reviewer Update
Hi Once again Discovery Insure,

Over and over I am experiencing trips uncovered while I still get "New trip results are available" - but none. How long is your investigation?

Please don't tell me about settings again and about phone in the car. Because if you thin of that how will I be getting notices about trips if I am not with my phone in the morning going to work.

When will I get this resolved?
SN
Samuel N's update24 Mar 2025, 11:35
Reviewer Update
Discovery Insure, I must say I am disappointed in my first month with you.

I tried to give you all details and expected an explanation with hope that it will help to improve your systems if needed. But your communication is one sided, basically you believe that your team will provide the best and the customer will always be a user and wrong or "taking chances with the best systems".

I spoke to Lefu today to find out the status of your investigation because it has been quiet. He told me that the feedback from Systems Team - Timesh Govender is that" I had the app setup to only work when using the app instead of always. It was fixed on the 12 March 2025". I told him that is blatant lies - I spoke to Byron on the 6 March 2025 and he advice that I re-install the app already experiencing these issues. I further provided more information to which no one has responded to it or tell me why is it doing that?

It still does happen from time to time if it was fixed on 12 March then tell me why it is still happening. Or if it was fixed why I wasn't even given feedback?

I guess you don't want to work with people that can assist with flows in your system because you believe it is the best. My advice then is to not sell your policies as if this is your best outstanding service your offer because it is not. and if you will continue shut the listening door a lot more of unhappiness will come your way.