1 reviews | Active since Apr 2013
Dissapointim Claim Process
I was involved in a motor accident on the 22 October. The claim process has been a nightmare. I constantly have to contact discovery for updates and responses via email have been delayed. I keep being told that all will be resolved in 48 to 72 hours but nothing is being actioned and I am still waiting (168 hours later after even after my claim was "finalised" and closed). I had to call discovery to find out that my vehicle had been written off as no one got back to me. I got this confirmation telephonically and asked for a written update on this (which was also delayed)
I had a DQ track installed in my vehicle and it did not even pick up the impact of the collision, why get a DQ track if it does not work? When I called discovery they say that "the device was probably just faulty..." (thank you for taking my monthly premiums and providing me with a faulty DQ track in return).
Discovery were supposed to pay the balance of what i owed to my financial institute , I called the bank and they have still not been paid and as a result I will be debited at the end of the month for a vehicle which I do not even have because apparently someone at discovery either failed to make the payment on time or failed to send the relevant documentation to the bank to close the account. I will now need to waste more time requesting reversals come month end. I also had to call discovery to ask them to cancel my policy as it was still active, should this not have been automatic? Why did I need to ask that my car insurance policy be cancelled and that I be refunded for the premiums paid during the loss of my vehicle?
I am so sorry that the person handling my claim first had the flu then was not well and then was on leave but that should not become my problem, why could no one else give me feedback in his absence?
I see so many reviews where claims are being handled efficiently for others and customers are happy, I am dissapointed that i did not get to receive the same service. I am sure this means that I will again need to chase discovery for the third party claimants vehicle to be repaired as well.
Its a frustrating time and my insurance provider should not be making things harder.
Thank you for raising your concerns.
Our investigation has revealed the following:
Our records show that the finance house in question has been settled on the 12/11.
We can confirm that the policy has been cancelled effective date of loss together with your refund processed on the 16/11.
We further noted that your settlement was also finalized on the 16/11.
With regards to the DQ track , an impact alert was picked up by the device at 10:42:30pm ( high G-force & harsh braking alert ) on the incident date.
Our insure24 team have advised that several attempts at contacting you were made ( a voicemail left ) and ultimately 1st Road emergency service alerted us that they were on the scene and for that reason we did not dispatch any emergency service as the situation had been contained.
Your last record update on the DQ was recorded on the 30/11 time 15:48
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.
Regards
Discovery Insure
Best regards,
Thank you for raising your concerns.
Our investigation has revealed the following:
Our records show that the finance house in question has been settled on the 12/11.
We can confirm that the policy has been cancelled effective date of loss together with your refund processed on the 16/11.
We further noted that your settlement was also finalized on the 16/11.
With regards to the DQ track , an impact alert was picked up by the device at 10:42:30pm ( high G-force & harsh braking alert ) on the incident date.
Our insure24 team have advised that several attempts at contacting you were made ( a voicemail left ) and ultimately 1st Road emergency service alerted us that they were on the scene and for that reason we did not dispatch any emergency service as the situation had been contained.
Your last record update on the DQ was recorded on the 30/11 time 15:48
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.
Regards
Discovery Insure
Best regards,