Dreadful Discovery Dragging Their Feet

I had a car accident on 30 August 2018. I was in telephone contact with Discovery Insure (Nazeer Bhoola) at the scene to ensure the authorised towing of my vehicle. I reported the incident at the police station the same day and emailed all information (including case number) two days later. Shortly thereafter I emailed photographs of both vehicles, driving and car licences of all parties.

I have been with Discovery for three-and-a-half years and have never missed a premium. I have never submitted a late premium. I have submitted myself to every request for information during underwriting and claims. I have held up my end of the arrangement.

I called on three occasions last week before I could get a response. And when I finally spoke with the consultant assigned to my claim (Fazeela Tennant) there was no explanation. When I pointed out the assessor's report had missed accident damage, the response was to ask which photos I was looking at.

This is damage that was clearly apparent to me as layman and immediately noted (unprompted) by my private repairer, looking at the same photos that both Discovery's assessor and consultant were inexplicably unable to identify. The consultant's improper suggested remedies for this lapse led me to believe they are at best inexperienced or, worse, unfami**** with proper procedure.

I have readily comp**** with all my responsibilities. I would appreciate it if Discovery now simply holds up their end of our agreement and act in good faith. I never thought I would have to write such a review about Discovery but it is now FOUR WEEKS later. And by any ombudsman's standards that is completely unacceptable.