Disgusting and Disappointed Service - No Sense of Urgency Whatsoever

Dear Discovery Team,

I hope this message finds you well.

I am writing to express my continued frustration regarding the handling of my claim. After receiving a response to my previous Hello Peter review, I was asked to give the claims team adequate time to investigate the matter. I have now provided them with five days, which I believe is a reasonable period.

Unfortunately, the response I have received is far from satisfactory. The team has informed me that they are unable to obtain certain documents, despite having my signed consent to access them from my service provider. Additionally, they have requested details that they already have access to through ITC and blacklist records.

Moreover, I am now facing a significant inconvenience as my number is blacklisted, and I am unable to perform a simple SIM swap for 14 days. This delay is causing undue hardship and is impacting my daily life.

I trust that you will treat this matter with the urgency it deserves. I would appreciate a prompt resolution to avoid any further inconvenience.

Thank you for your attention to this matter. I look forward to your swift response.

I absolutely cannot give them any longer. It’s beyond me. Yesterday was 5 days. Brain asked for 48 hours on Monday which was given to him - I cannot give you any more time. I need action.

I lodged a claim with Discovery Insure on 27 August 2025 and, as of 5 September 2025, I am still waiting for meaningful feedback or resolution. Discovery proudly advertises a 48-hour Fast Track turnaround time for claims, yet my case has dragged on well beyond this period, with repeated delays and broken promises.

This morning, I was once again promised feedback from senior management — but nearly midday has come and gone, and I am still waiting. Not only is this a breach of Discovery’s own service commitments, but it amounts to false advertising, as the turnaround time being marketed is clearly not being honoured in practice.

The lack of communication, accountability, and urgency in handling my claim has caused me unnecessary stress and placed my business at risk. This experience has been deeply disappointing and has completely eroded my trust in Discovery Insure.

Discovery Insure has proven to be one of the most frustrating and unprofessional service providers I have ever dealt with. My claim is now on day nine with no progress and no proper updates.

Instead of resolving matters, Discovery chooses to improvise and delay. I was shockingly asked by Maria Fourie to provide my Apple ID credentials to confirm the status of my ****** devices — a blatant breach of the POPI Act and my right to privacy. On top of this, I was inexplicably asked for my vehicle tracking details even though the theft had nothing to do with my vehicle. These irrelevant and intrusive requests are not only ******** but clearly designed to stall the process.

To make matters worse, Discovery has insisted on a second interview with their claims consultant while my claim sits with the Fast Track department, where the advertised turnaround time is 48 hours. We are well past that, which makes their promises nothing more than false advertising.

This endless back-and-forth has caused me undue stress and wasted valuable time. Discovery Insure’s conduct reflects a complete disregard for their clients. Frankly, it’s no surprise they are sitting at a poor ranking — this experience has shown me exactly why.

Clients deserve efficiency, professionalism, and respect. Sadly, Discovery Insure has failed dismally on all fronts.

It has now been four weeks since I submitted my claim, and in that time, Discovery Insure has only provided me with one feedback per week (four in total). Each feedback has not been about progress, but rather about requesting new and additional documents – none of which are reflected in my policy schedule, but instead hidden in a lengthy policy guide online. This is the detailed breakdown they make mention of in their response to me might I add. The jokes of “…… the information required to progress your claim in line with your policy terms and conditions” meanwhile all the t’s & c’s on the policy schedule are around payment, they do not attach their plan guide upon signing up with Discovery Insure. You have to google it as they will keep quoting it during your claims process

This practice is *********. If these were true requirements, they should have been made clear to clients upfront in the signed documents, not buried in online guides after a claim is lodged.

The public should be aware that Discovery Insure takes four weeks to process a theft claim, despite advertising a 48-hour turnaround time. Shockingly, even Discovery Insure staff have admitted to me that the 48-hour turnaround is not accurate. This is nothing short of false advertising.

I believe it is important to warn others: Discovery Insure does not honour the timelines it promises, and instead drags out claims with unnecessary and ********* document requests.

Hi Discovery Team

After a long 4 weeks my claim has been resolved. I am awaiting on communication from your Service Provider regarding the replacements of the devices. I hope that they will be a lot quicker.

Regards
Thando Magwaza