DISGRUNTLED

Good Day

I was involved in an accident on the 18 November 2020 just before Colesburg. As per the process of my Discovery Insure policy, I pushed the panic button on the DQ Trac, as well as on my phone however, the Discovery emergency call back services only responded about 30 minutes later.

My vehicle was collected by Auto Assist and delivered to Bloemfontein Technicolour for repairs.

On the 19 November 2020, a Discovery representative named, Anthony Makgosa arranged an Avis rental car. At the Avis Rental dealership, I requested for an upgrade and agreed to R125 per day at my own cost and paid a fuel deposit of R1500.

Approximately six days later as my vehicle was still not repaired, I was allowed to return home with the Avis Rental vehicle.

Upon my return home to the Western Cape on the Avis rental car was returned to Avis, at Cape Town International Airport on the 27 November, whereupon the received invoice reflected a charge of a one-way fee and a 30-day upgrade fee. I queried the charges with Anthony and after a timeous delay, Anthony confirmed that these charges will be credited. However, even though the one-way fee has been credited, the 20-day rental refund for the upgrade is still outstanding.

During my telephonic communications with Anthony and Porch Sithole, promises were made that my concerns and issues will be resolved, however it seems that they over promised and under delivered as my calls and emails are unanswered and unattended. Through frustration and annoyance at the lack of service delivery, I requested to speak to the CEO or CFO and were informed that my case was handed over to Micheal Meyer, the above-mentioned representatives’ manager, and to whom I escalated my concerns.

After many calls and follow-ups from my side, my car was eventually returned to the Western Cape on the 21 December as the Mercedes dealership in Bloemfontein did not have working diagnostic quipment to iagnose my vehicle. These follow-ups were also necessary due to the non-existent feedback from Anthony and department on the progress of the repair.

Michael Meyer once again promised and assured that my vehicle will be repaired as soon as possible. It’s now 57 days after the accident and my vehicle’s still not repaired.

I hereby request that my 20-day rental refund be actioned within the next 2 to 3 working days as it’s a long outstanding matter. Additionally, due to the delay, lack of communication, lack of service delivery/ level of service delivery, and inconsideration experienced during this claim process, which is unacceptable and against the terms and conditions of my policy benefits and not being dealt in a responsible and professional manner, I herewith request that my premiums remain unchanged for the next 24 months.