Exceptionally dissatisfied client

The level of *********** service I have received from Discovery Insure over the past two months has pushed me to breaking point; I have never in my life received such shocking service from a service provider that I pay so much money to on a monthly basis.

On the 29 August 2020 a speeding vehicle from the front shot a rock up and smashed my windscreen, I was upset but hey that’s what I pay insurance for; I submitted my claim via the app; oh happy days my claim was instantly approved; wow that was quick; and when I got home there was an email stating that my claim was approved, with an excess of R750.00 and the service provider will be in contact with me shortly, again I’m well impressed; but that did not last long at all. I immediately answered the email advising that the closest service provider to us was Glasfit in Aliwal North; and Jade M2 eventually responded on the 3 September 2020 advising that a service provider in Bloemfontein had been authorised to replace the windscreen and they would be in contact with me; by the way Bloemfontein is two hours from where I live. I waited and waited for someone to get back to me; eventually a get an email on the 7 September from the Supplier requesting information as to where the vehicle is so that they can come and replace the windscreen; I explain to them that we are two hours south of Bloemfontein…. That’s too far for us to come out and replace the windscreen; well yes that is what I told Discovery on the 3 September 2020! I wait again; eventually on the 8 September I get an email from JadeM2 authorising Aliwal Glasfit as the new service provide, I receive an email with all the authorisation and get advised that the service provider Glasfit will be in contact with me to arrange for the fitment of the Windscreen.

I wait and I wait and wait….. eventually fed up of waiting I call to find out what is going on; Glasfit call centre in JHB somewhere; oh but the branch should have been in contact with you long ago to arrange fitment, so I call the branch, the response I get still amazes me… Oh you the client that needs the new windscreen? They had all my details from the claim so I am still baffled by that response!

Anyway I make arrangements to go and fit the new windscreen, arrive there at 08h00, and leave the vehicle for the windscreen to be fitted; arrive back at 16h00 on the 25 September 2020 to collect the vehicle and my husband has a look and sees that the windscreen is not fitting correctly, the owner/manager Johan of Glasfit Aliwal swears blind no no that is the correct windscreen for this vehicle! Still not happy we drive to the Nissan dealership and ask our service technician to please have a look at this windscreen because we are not happy with it; Nissan take one look and say that is not the correct size windscreen for the vehicle. We go back to Glasfit and say we are not happy this is not the correct windscreen for the vehicle, after some arguing he eventually agrees that yes it’s not fitting correctly they will come on Monday to replace it. Monday comes and goes nothing, eventually Tuesday the 29 September 2020 Johan calls to say the technicians are on their way to come and sort out the windscreen, oh happy days; actually not at all, they get there and strip the vehicle and then try to fit the old windscreen rubber back; my husband has a look and says hang on a minute, this windscreen is too small it doesn’t fit correctly, their response is yet sir it’s a pirate part! Right there and then my husband calls Johan and says we do not want any pirate part fitted to our vehicle, we want an original part that is designed specifically for this vehicle. After much back and forward he advises that he was ordered the new windscreen from Nissan in Bloemfontein and it will be here by Monday the 05 October 2020.

We are now sitting without a vehicle that cannot be used because firstly the windscreen is not the correct size and secondly glasfit had stripped it; it has been three weeks that we have not been able to drive the vehicle which we use for work, and six week since the incident happened. I have tried to call to speak to Discovery regarding the situation and try and get some assistance from them, I cannot get through to anyone, I get their automated answering service, that tells me to use the App, and then when I make the selection to speak to someone I get cut off, this has not happened just once, it has happened repeatedly every single time I try and call. Eventually I get a call from someone at Discovery on Thursday the 08 October 2020, advising that they do not normally approve genuine dealership parts and only based on the fact that this is our first claim that they have approved it, they make it out like Discovery is doing me a massive favour; News Flash Discovery; I pay for this service every single month and you are not doing me any favours what so ever.

The fact that an insurance company is willing to approve a pirate part / generic / incorrectly fitting windscreen into a client’s vehicle is exceptionally disturbing to me, as your windscreen is your first line of defence if you are involved in an accident. How is this allowed? On the 29 September 2020 When I couldn’t get through to Discovery, I typed an email out of sheer frustration and listed my claim number, which honestly if the claim number was searched on the Discovery system it would bring up all my details as I am the policy holder; but when I eventually received a response to my email today the 10 October 2020 and get asked for my ID number so that they can assist me; it was the final straw that broke this Camels back. Discovery Insure; shame on you, your customer service is atrocious; the level of competence from your call centre agents is non-existent and I am one very unhappy customer right now who is seriously contemplating if I should move insurance companies.

By the way we are still waiting for the windscreen to be replaced; the new excuse is that they are unable to get the windscreen from Bloemfontein to Aliwal as there is no courier that can transport glass????????