Dragged out request and terrible communication

Communication and customer care when trying to claim is terrible. I submitted a claim at the end of January but only received communication end of February.

The agent handling the case called once and never returned the call as promised when I asked to call back at a more convenient time. Eventually, I reached someone via the contact center who said they could help. My claim was denied and I asked for the recording of the initial sign-up process to make sure that I remembered correctly before submitting a complaint or disputing the outcome.

I was told that I needed to physically go to the head office to listen to the recording, which sounded strange, but I asked where I should go and how to make an appointment but didn't receive any feedback for a while. Eventually, I got through to someone else, saying that I only needed to fill in a form, and then they could send me the recording. Unfortunately, again nobody answered after I sent the form and followed up.

I decided to submit a complaint, since this was now dragged out until the end of April. I haven't heard back, not even from the complaints office. I received an automated email saying someone would get in touch within 24 business hours, yet nothing.

It was very disappointing and confusing to try and communicate with the Discovery Insure team.