Don't trust this Insurer!!!!!

After more than a month of trying to resolve a claim, I am left with no choice but to rate Discovery Insure as the worst insurance company I have ever dealt with.

On the 28th of July we experienced a break in at our home. Our losses were not to excessive and expected that the process would be fairly simple. We were so wrong.

From day one we had endless issues. Our front door and gate were broken during the ******* as well as our front window.

After calling the police we called Discovery. An armed guard was requested and according to our policy we get 24hrs every year. This is split into 2.

Therefore based on this we assumed that our first call out would entitle us to 12hrs. The guard was over an hour late. He only stayed for 4hrs and then gave our house keys to our neighbour without informing us.

We phoned Discovery, had a verbal agreement that a security vehicle would cover the remaining hours. This never happened. Complaints were never attended to.

Fed up, we decided to let it slide and just focus on our claim. Well despite, have home assist, Discovery refused our request for a locksmith as our cover was only for contents. Disappointed but not looking for a fight, we left it.

We then tried to contact our claims agent Ngwako Reginald Moloto. Up until today I have never had a single conversation with him. He is never available when we call and he never returns calls. He only operates by email and this to after us phoning repeatedly to enquire about how we go about submitting a claim.

Claim submitted. We are then interrogated by claims specialist Donovan Chetty. I had a hard time with the interview as I am suffering from PTSD from a recent illness. Also I have memory issues and other side effects from being in ICU and being in a coma. I explained this and Donovan had promised to contact my husband for more information. He never did and only when my husband contacted him, did he interrogate him. I say interrogate because he makes you feel stupid, he asks questions that cause you to doubt yourself and just gives this impression of disbelief.

You feel annoyed and frustrated but you push on anyways because you just want to move on. After almost dying, you figure that the only thing that matters is getting back your stuff, making life normal again for your kids and trying to just live again.

Progress isn't made until you start complaining. Team leader Cindy doesnt care enough to resolve the issue. She makes arrangements for Donovan and a head assessor to come out. They don't. Finally head of assessing Logan gets involved and you get told that your claim will be processed. The assessor wont come. They want the playstation box and then they don't.

There is no payout. All of your items are replaced at less then half of their value. We can't accept certain items because of how poor it is and made a request to see if they can give us a makro voucher for those items instead.

We are so tired of fighting. We were misinformed from day one. Sales agents dont inform you of the claims process and what difficulties you may face. Discovery doesn't have a process of validating claims but rather of finding ways to avoid payouts.

I dont even want my claim to be in cash just that they reverse the new world approval and just give me the makro voucher that amount. I can pay in the balance and get a better quality TV and a better deal at makro. This had been put on an email but of course neither Cindy, Donovan, Ngwako or Logan has bothered to get back to us.

Please be very careful of discovery. Take pictures of all of your insured items. Take pics of boxes and receipts and take pics using them and pics without using them. Back them up to the cloud. Make sure you that find out what exactly is covered and what isnt but most importantly don't insure with Discovery. The process to sign up is so easy and agents are so friendly and helpful but if you ever have to claim, it is the worst experience of your life. Worse then the break in and nobody ever answers your calls, let alone returns them.