MM
MONICCA M
1 reviews | Active since Nov 2025
24 Nov 2025, 20:17
Dissatisfaction with the Level of Service Received from Discovery Insure
A terrible experience received from Demi Loddo regarding communication and provision of feedback. I am very much dissatisfied with the level of communication and feedback received from Demi Loddo regarding my vehicle claim. Following my car accident on 31 October 2025, it is now 24 November 2025, and my vehicle has not been repaired, nor is it close to being repaired. Throughout this process, I have had to initiate all follow-ups myself — including inquiries about the assessment, the location where my vehicle was towed, and progress on the repairs. Due to the lack of proactive communication and updates from Demi, I eventually requested that the vehicle be repaired within the province where I reside so that I could personally monitor the progress. Additionally, the decision to tow my vehicle to a panel beater of Demi’s choice was made without any prior consultation or authorization from me. I was only informed of this by the panel beater, at which point I made it clear that no such action should take place without my approval. It is concerning that while Discovery Insurance is diligent in collecting monthly premiums, as a client I appear to bear the responsibility of driving the claims process. The delay in repairing my vehicle has resulted in daily financial loss, and despite escalating the matter to Demi’s manager, there has been no meaningful intervention or improvement. I will be lodging a formal dispute regarding this matter, and should the Discovery Dispute Resolution Department fail to resolve it amicably, I will escalate it further to the Ombudsman.
Helpful (0)
Replies (3)0
Replies (3)
Discovery Insure's replyOfficial
24 Nov 2025, 20:21Good day Monicca,
We are terribly sorry to hear about your experience. Please allow us to escalate this matter to our claims department management to investigate what transpired.
Feedback will be provided tomorrow during the course of the day.
Regards,
Discovery Insure
We are terribly sorry to hear about your experience. Please allow us to escalate this matter to our claims department management to investigate what transpired.
Feedback will be provided tomorrow during the course of the day.
Regards,
Discovery Insure
Discovery Insure's reply24 Nov 2025, 20:21
Official
Good day Monicca,
We are terribly sorry to hear about your experience. Please allow us to escalate this matter to our claims department management to investigate what transpired.
Feedback will be provided tomorrow during the course of the day.
Regards,
Discovery Insure
We are terribly sorry to hear about your experience. Please allow us to escalate this matter to our claims department management to investigate what transpired.
Feedback will be provided tomorrow during the course of the day.
Regards,
Discovery Insure
Discovery Insure's replyOfficial
08 Dec 2025, 15:32Good day Monicca
Thank you again for bringing your concerns to our attention and please accept our apologies for the poor experience you've had as this was not our intention.
We've been advised by Demi's manager that you were able to speak to her and address your concerns directly as well as assure you that Demi's failure has been addressed accordingly. Also, she mentioned that you raised concerns about the parts that would be used in the repair of your car and that she is assisting you with obtaining a quote using all OEM parts. Further feedback will come directly from her but please feel free to reach out should you require any further assistance.
Again, please accept our sincerest apologies for the poor experience you've had and know that we will be working hard to ensure we do better.
Regards
Discovery Insure
Thank you again for bringing your concerns to our attention and please accept our apologies for the poor experience you've had as this was not our intention.
We've been advised by Demi's manager that you were able to speak to her and address your concerns directly as well as assure you that Demi's failure has been addressed accordingly. Also, she mentioned that you raised concerns about the parts that would be used in the repair of your car and that she is assisting you with obtaining a quote using all OEM parts. Further feedback will come directly from her but please feel free to reach out should you require any further assistance.
Again, please accept our sincerest apologies for the poor experience you've had and know that we will be working hard to ensure we do better.
Regards
Discovery Insure
Discovery Insure's reply08 Dec 2025, 15:32
Official
Good day Monicca
Thank you again for bringing your concerns to our attention and please accept our apologies for the poor experience you've had as this was not our intention.
We've been advised by Demi's manager that you were able to speak to her and address your concerns directly as well as assure you that Demi's failure has been addressed accordingly. Also, she mentioned that you raised concerns about the parts that would be used in the repair of your car and that she is assisting you with obtaining a quote using all OEM parts. Further feedback will come directly from her but please feel free to reach out should you require any further assistance.
Again, please accept our sincerest apologies for the poor experience you've had and know that we will be working hard to ensure we do better.
Regards
Discovery Insure
Thank you again for bringing your concerns to our attention and please accept our apologies for the poor experience you've had as this was not our intention.
We've been advised by Demi's manager that you were able to speak to her and address your concerns directly as well as assure you that Demi's failure has been addressed accordingly. Also, she mentioned that you raised concerns about the parts that would be used in the repair of your car and that she is assisting you with obtaining a quote using all OEM parts. Further feedback will come directly from her but please feel free to reach out should you require any further assistance.
Again, please accept our sincerest apologies for the poor experience you've had and know that we will be working hard to ensure we do better.
Regards
Discovery Insure
MM
MONICCA M's updateReviewer Update
30 Dec 2025, 06:33Dear Discovery,
Your service is extremely terrible. I was involved in a car accident on 30 October 2025, to-date my vehicle has not been repaired and is no where near the repairs. Demi's manager that was supposed to send revised quotations have not contacted me since our telephonic conversation nor email, instead Demi Loddo still send an email to ask if I booked the vehicle in for repairs or if I need a cash settlement.
Your service is extremely terrible. I was involved in a car accident on 30 October 2025, to-date my vehicle has not been repaired and is no where near the repairs. Demi's manager that was supposed to send revised quotations have not contacted me since our telephonic conversation nor email, instead Demi Loddo still send an email to ask if I booked the vehicle in for repairs or if I need a cash settlement.
It is very concerning and disturbing that, despite my vehicle remaining unrepaired for more than two months, I am still receiving the same enquiry regarding whether the vehicle has been booked in or if I would prefer a cash settlement. I have repeatedly confirmed in the email correspondence that I do not want a cash settlement. I have also followed up multiple times regarding the repairs, but have not received any feedback or no meaningful feedback, apart from the response below which has already been addressed.
Following my telephonic discussion with Nolwazi, our resolution was that the assessor would revise the quotation and provide two quotes on the claim: one using new Land Rover OEM parts and another using second-hand Land Rover OEM parts. I have been waiting for these quotations since then, but no progress has been communicated to-date. Instead, I continue to receive the same enquiry that has already been discussed.
This situation is unacceptable. I continue to incur a loss of income due to the prolonged delay and remain without a vehicle, while insurance premiums are still being debited. I have now escalated this matter to the Ombudsman, as I have not received satisfactory assistance or feedback from your department, the supervisor (Nolwazi), or the dispute department.
It is unreasonable and not correct that, despite paying my premiums diligently and on time, I am being subjected to repeated delays and lack of action, leaving me in the same position I was in prior to the accident. I expect urgent resolution and clear communication regarding the progress of my vehicle repairs, not the same inquiry about the cash settlement or booking the vehicle in while you are delaying the progress of the repairs.
MM
MONICCA M's update30 Dec 2025, 06:33
Reviewer Update
Dear Discovery,
Your service is extremely terrible. I was involved in a car accident on 30 October 2025, to-date my vehicle has not been repaired and is no where near the repairs. Demi's manager that was supposed to send revised quotations have not contacted me since our telephonic conversation nor email, instead Demi Loddo still send an email to ask if I booked the vehicle in for repairs or if I need a cash settlement.
Your service is extremely terrible. I was involved in a car accident on 30 October 2025, to-date my vehicle has not been repaired and is no where near the repairs. Demi's manager that was supposed to send revised quotations have not contacted me since our telephonic conversation nor email, instead Demi Loddo still send an email to ask if I booked the vehicle in for repairs or if I need a cash settlement.
It is very concerning and disturbing that, despite my vehicle remaining unrepaired for more than two months, I am still receiving the same enquiry regarding whether the vehicle has been booked in or if I would prefer a cash settlement. I have repeatedly confirmed in the email correspondence that I do not want a cash settlement. I have also followed up multiple times regarding the repairs, but have not received any feedback or no meaningful feedback, apart from the response below which has already been addressed.
Following my telephonic discussion with Nolwazi, our resolution was that the assessor would revise the quotation and provide two quotes on the claim: one using new Land Rover OEM parts and another using second-hand Land Rover OEM parts. I have been waiting for these quotations since then, but no progress has been communicated to-date. Instead, I continue to receive the same enquiry that has already been discussed.
This situation is unacceptable. I continue to incur a loss of income due to the prolonged delay and remain without a vehicle, while insurance premiums are still being debited. I have now escalated this matter to the Ombudsman, as I have not received satisfactory assistance or feedback from your department, the supervisor (Nolwazi), or the dispute department.
It is unreasonable and not correct that, despite paying my premiums diligently and on time, I am being subjected to repeated delays and lack of action, leaving me in the same position I was in prior to the accident. I expect urgent resolution and clear communication regarding the progress of my vehicle repairs, not the same inquiry about the cash settlement or booking the vehicle in while you are delaying the progress of the repairs.