Disgusted with service

I am extremely disappointed in the services that we received from Discovery Insurance. We have submitted a claim on 15 October 2022, I received an email from Lethabo Makgolane to confirm that the claim has been logged.

On 15 October 2022 I received an email to say that our claim administrator is Ephraim Diphapang Nkosi, they advised they are sending a service provider out to come and look at the equipment that we claimed for. 16 October 2022 they came out and took photos of the TV.

18 October 2022 I have sent an email to Ephraim Diphapang Nkosi asking for an update, till date I have not received any feedback from him.

I have been tracking the progress on the app but nothing was happening, husband then phoned the call centre and spoke to Wendy who advised that the TV is not repairable and that we will get a voucher to go to Makro to go and buy the TV. I had a look at the app again for feedback and after my husband spoke to Wendy it moved to pre-authorization.

Wendy said we will get the voucher and feedback on 19 October 2022.

19 October 2022 we gad to follow up agai. At 16:30 because we have not received any feedback. My husband phoned the call center and he was advised so sorry sometimes the approvals fall through the cracks....really this is our first claim and this is the services we get, makes me wonder if we made the correct decision to move to discovery insurance. Now we are told a TV will be delivered tomorrow from Pretoria, nothing has been arranged with us because no one is at home and this is not what we were told by Wendy. Also Wendy said that the curve TV is no longer available so they will then compromise by giving a TV that is 58 inch.

We made it clear my husband will go and buy the TV at makro and we want to have the option to make sure we are getting the same value that we had.

I am seriously disgusted