Disgusting service from Discovery Insure

Discovery Insure must be the worst insurance company I have ever had the misfortune of dealing with.

Don't be fooled by the adverts you see on Television about how advanced Discovery Insure is, it is all a gimmick.

They fail in every sense of the word, from customer services - you can never get hold of anyone on their phones, they are forever in meetings. They do not respond to e-mails and if they do it is days later.

Claims payments - they haggle over every claim, they employ substandard contractors who never return to fix their mistakes, contractors who arrive at your house when you expected someone else. That is if they arrive, once they've done an assessment and a claim is approved you would be lucky if they arrive to fix what needs fixing.

Discovery does not follow up with clients to confirm whether or not the work was done and if so was it satisfactory.

You would be lucky if you EVER get to speak to a human on the other end of the line, when you phone the consultant you get the stock standard message the caller is busy or is not available right now but leave your name and number and they will get back to you, They never do.

So much for the tech they punt on their adverts on TV.

It must be one of the worst companies I have ever had the misfortune of dealing with.

I lodged a claim for a broken bathroom basin in November 2019.

The Assessor arrived at my house, took measurements and I believed all will be attended to.

However, a year later and I am still struggling to get a cent out of Discovery, or should I say I got a cent, but they paid it into the wrong account.

During November my banking details changed, I advised Discovery accordingly but they failed to alter the details on their system and the debit order failed, I asked if I could pay it into their banking account, lo and behold the mighty Discovery cannot accept a Bank EFT or Direct Deposit, their systems do not allow for it.

The second debit order failed again, however Discovery never cancelled the policy, they changed the policy number and double debited the new account at a later stage.

Thus I foresaw no problems, in the meantime I waited for the basin to be fixed, nothing happened. Eventually my Broker got hold of Discovery only to be told that the claim had been rejected due to the failed debit order, please note, that the double debit was to rectify this error.

After many e-mails between the broker and Discovery the claim was approved on the 24th of June 2020. Happy days....

No, not really, when following up on when the basin would be replaced we were told that the claim had yet again been declined.

My broker dealt with Discovery for the most of 2020 trying to resolve this matter. to no avail.

They could not comprehend that a new policy number was issued , the arrears which was their mistake to begin with was caught up and it was a valid claim.

Let's leave the matter their for now...

During 2020. I had two further claims, a broken Geyser, the carpets were paid out cash in lieu, into my new banking account.

a Broken window claim, it was approved in days, but lo and behold four months later their contractor just didn't bother to come fix the glass!. The glas is no longer manufactured in South Africa, so I asked for a cash in lieu , the money was paid into my new bank account.

Ok, now let's go back to the basin claim.

Since January 2021 my broker has been trying to get hold of someone , anyone at Discovery to try and resolve this matter. The usual, in meetings, will get back to you, working on skeleton staff as they are all working from home.

Eventually, he got hold of a lady by the name of Tatum, not that she was speedy Gonzales, but at least she understood the issue. Had the claim approved and lo and behold in the beginning of March 2021, yes folks a year and 4 moths later the claim was paid out, but here comes the cracker.......

It is an imported Hexagon basin which either has to be imported from England or it must be replaced by a similar basin, cut into the marble, right next to this basin is another hexagon basin cut into into the marble, Discovery felt that an amount of R2800 is sufficient to rectify the situation. When we enquired with Tatum, her blunt response was basically take it or leave it. I belive that I should be put into the same situation as I was prior to the accident, that's the reason you have Insurance.

The absolute worst part is that they refunded the money incorrectly into the FNB account !!!!!!

Not the Capitec account where they draw their Debit order, not the Capitec account which is listed as the account where refunds should be paid, NO, the intelligent hyper technologically advanced Discovery paid it into the incorrect account.

After I followed up with my broker, yes it took Discovery days to respond, because yes, they work from home, don't respond to e-mails or calls they now expect me to send them my FNB statement!

This 14 days after they made the initial payment!

This is exactly the attitude when dealing with Discovery, they couldn't care less, they have less than zero customer service

If you ever want to work with an insurer which is sub par, then go ahead pay a large premium so that you can be sent from pillar to post, so that your e-mail can remain unanswered so that you can be told that they are in meetings so that your calls can go to voicemail.

If this is a reflection on the rest of the holding company I would stay far away from dealing with Discover at all