kF
kurt F
1 reviews | Active since Nov 2013
07 Sept 2026, 09:09
EXECUTIVE ESCALATION: Claim *** – Ntekane Moeng continues to stall claim after vehicle reassessment
I am lodging this formal complaint regarding the total lack of accountability and service regarding claim number *** (Planholder: Kurt Faulmann).My claim has been severely delayed by three weeks because Discovery Insure’s approved network repairer, Farber, failed to adhere to standard protocols. Because of this massive failure by Discovery's preferred vendor, I am now forced to move my vehicle to a completely different repairer to be reassessed from scratch. My claim remains unprocessed, and I am stuck with the logistical and financial fallout.To make matters worse, I escalated this to the claims manager, Ntekane Moeng. On Friday, 4 September 2026, I received an email from Ntekane explicitly refusing to assist, deflecting all blame onto the repairer, and stating that Discovery is "unable to extend rental beyond 30 days."This response is entirely unacceptable. Farber is an approved Discovery Insure contractor. Discovery is legally and operationally responsible for the conduct and delays caused by the vendors they mandate their clients to use. Hiding behind a 30-day policy limit when the delay was directly manufactured by your own approved network repairer is a blatant violation of the Treating Customers Fairly (TCF) principles.I am being penalized, left stranded, and expected to pay out-of-pocket for a rental vehicle due to systemic incompetence between Discovery and Farber.I demand that an Executive Case Manager immediately intervene to:Overrule Ntekane Moeng’s refusal and immediately authorize an extension of the rental vehicle, covered by Discovery, until this claim is fully finalized.Fast-track the new assessment at the alternative repairer within 24 hours of arrival.Provide a formal explanation as to why Discovery refuses to take accountability for the actions of its own approved network service providers.If this is not resolved immediately, this entire correspondence—including Ntekane's email—will be forwarded directly to the Ombudsman for Short-Term Insurance (OSTI) as a formal dispute.Claim Details:Planholder: Kurt FaulmannClaim Number: ***Assigned Manager: Ntekane Moeng
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Replies (8)
Discovery Insure's replyOfficial
07 Sept 2026, 09:23Good day Kurt,
Thank you for bringing this to our attention and please accept our apologies for the negative experience you've had. We'll investigate the concerns you've raised and revert with feedback as soon as possible.
Regards
Discovery Insure
Thank you for bringing this to our attention and please accept our apologies for the negative experience you've had. We'll investigate the concerns you've raised and revert with feedback as soon as possible.
Regards
Discovery Insure
Discovery Insure's reply07 Sept 2026, 09:23
Official
Good day Kurt,
Thank you for bringing this to our attention and please accept our apologies for the negative experience you've had. We'll investigate the concerns you've raised and revert with feedback as soon as possible.
Regards
Discovery Insure
Thank you for bringing this to our attention and please accept our apologies for the negative experience you've had. We'll investigate the concerns you've raised and revert with feedback as soon as possible.
Regards
Discovery Insure
kF
kurt F's updateReviewer Update
07 Sept 2026, 14:23Discovery Insure is actively penalizing me for a 3-week delay caused entirely by their own approved network repairer (Farber Coachworks) failing to follow protocol. Because of Farber's incompetence, I had to move my vehicle to Ronwic for a complete reassessment.
To make matters worse, Ntekane is completely ignoring my communications. I sent an email on Monday, 7 September 2026 at 11:38 AM, asking to confirm the last booking day for the courtesy vehicle. I have received zero response.
My courtesy car is set to terminate this Thursday, 10 September 2026. Because of Discovery’s internal administrative bottlenecks and Ntekane’s total silence, my vehicle remains at a complete standstill at the new repairer. Discovery expects me to be left entirely stranded on Thursday or pay out-of-pocket for a rental vehicle due to an insurance delay they created. This is a severe breach of the Treating Customers Fairly (TCF) principles.
kF
kurt F's update07 Sept 2026, 14:23
Reviewer Update
Discovery Insure is actively penalizing me for a 3-week delay caused entirely by their own approved network repairer (Farber Coachworks) failing to follow protocol. Because of Farber's incompetence, I had to move my vehicle to Ronwic for a complete reassessment.
To make matters worse, Ntekane is completely ignoring my communications. I sent an email on Monday, 7 September 2026 at 11:38 AM, asking to confirm the last booking day for the courtesy vehicle. I have received zero response.
My courtesy car is set to terminate this Thursday, 10 September 2026. Because of Discovery’s internal administrative bottlenecks and Ntekane’s total silence, my vehicle remains at a complete standstill at the new repairer. Discovery expects me to be left entirely stranded on Thursday or pay out-of-pocket for a rental vehicle due to an insurance delay they created. This is a severe breach of the Treating Customers Fairly (TCF) principles.
kF UPDATE 07/09/2026 (14:32): Discovery Insure Complaints department has officially acknowledged my dispute. Reference number *** has been generated. The clock is officially ticking. If the change-of-repairer authorization is not sent to Netassess/Ronwic and my rental car extension is not confirmed by 12:00 PM tomorrow (Tuesday, 8 September), this exact reference number and file will be handed directly to the Ombudsman (OSTI) for legal enforcement.
kurt F's updateReviewer Update
07 Sept 2026, 14:38kF
kurt F's update07 Sept 2026, 14:38
Reviewer Update
Discovery Insure's replyOfficial
07 Sept 2026, 14:44Thank you for the update Kurt and for bearing with us while we investigate. We'll ensure we have feedback for you before 12PM tomorrow.
Discovery Insure's reply07 Sept 2026, 14:44
Official
Thank you for the update Kurt and for bearing with us while we investigate. We'll ensure we have feedback for you before 12PM tomorrow.
kF
kurt F's updateReviewer Update
08 Sept 2026, 09:48 UPDATE 08/09/2026 (08:15): Absolute shocker from Discovery Claims Manager Ntekane Moeng. At 21:59 last night, Ntekane sent a robotic one-line email simply stating my rental ends on 10 September. They are deliberately ignoring their official complaint tracking number (***). Because of this blatant bad faith, a formal complaint has been officially logged with the Ombudsman (OSTI) this morning. Let's see if the executive team continues to stay silent now.
kF
kurt F's update08 Sept 2026, 09:48
Reviewer Update
UPDATE 08/09/2026 (08:15): Absolute shocker from Discovery Claims Manager Ntekane Moeng. At 21:59 last night, Ntekane sent a robotic one-line email simply stating my rental ends on 10 September. They are deliberately ignoring their official complaint tracking number (***). Because of this blatant bad faith, a formal complaint has been officially logged with the Ombudsman (OSTI) this morning. Let's see if the executive team continues to stay silent now.
kF
kurt F's updateReviewer Update
08 Sept 2026, 12:24Thank you for your response, Discovery. However, your conclusion relies entirely on a verbal narrative provided by Farber Coachworks that is completely unsubstantiated.
Farber explicitly claimed to me that BAIC directly authorized them to bypass the mandatory pre-repair diagnostic scans and compression tests on my 2025 BAIC X55 Premium. To date, despite multiple requests, Farber has failed to provide a single piece of written evidence or an official sign-off from the manufacturer confirming this highly unusual deviation from safety protocols.
As my insurer, your role is to ensure your approved panel shops protect the structural integrity and factory warranty of my vehicle. By accepting Farber’s word blindly without verifying this "BAIC approval" paper trail, you are backing a repair process that compromises my safety and risks voiding my 5-year manufacturer warranty.
If Discovery and Farber maintain that this authorization exists, please provide the written proof, email, or job card signed off by a BAIC representative here. Until that evidence is produced, my review stands as an entirely accurate account of unverified processes, contradictory statements, and a severe lack of transparency.
kF
kurt F's update08 Sept 2026, 12:24
Reviewer Update
Thank you for your response, Discovery. However, your conclusion relies entirely on a verbal narrative provided by Farber Coachworks that is completely unsubstantiated.
Farber explicitly claimed to me that BAIC directly authorized them to bypass the mandatory pre-repair diagnostic scans and compression tests on my 2025 BAIC X55 Premium. To date, despite multiple requests, Farber has failed to provide a single piece of written evidence or an official sign-off from the manufacturer confirming this highly unusual deviation from safety protocols.
As my insurer, your role is to ensure your approved panel shops protect the structural integrity and factory warranty of my vehicle. By accepting Farber’s word blindly without verifying this "BAIC approval" paper trail, you are backing a repair process that compromises my safety and risks voiding my 5-year manufacturer warranty.
If Discovery and Farber maintain that this authorization exists, please provide the written proof, email, or job card signed off by a BAIC representative here. Until that evidence is produced, my review stands as an entirely accurate account of unverified processes, contradictory statements, and a severe lack of transparency.
kF
kurt F's updateReviewer Update
08 Sept 2026, 13:00Please see screen shot of Farber's response to HelloPeter
image.png 39.57 KB
image.png 39.57 KB
kF
kurt F's update08 Sept 2026, 13:00
Reviewer Update
Please see screen shot of Farber's response to HelloPeter
image.png 39.57 KB
image.png 39.57 KB
kF
kurt F's updateReviewer Update
08 Sept 2026, 13:05Discovery, your response states that my actions "delayed the repair process," yet your own approved repairer completely contradicts this narrative.
In their official statement regarding this dispute, Farber Coachworks explicitly stated:
"Our workshop only conducted the pre-repair scan on the vehicle and ran diagnostics... no work has commenced on the vehicle."
"Our workshop only conducted the pre-repair scan on the vehicle and ran diagnostics... no work has commenced on the vehicle."
If Farber officially confirms that no repair work ever commenced, how can Discovery claim that the repair process was actively delayed or disrupted? Farber did not spend time, labor, or parts repairing this vehicle. The only thing that occurred was a dispute over basic safety protocols and diagnostics—which Farber now claims they did, but told you they couldn't do because the car was stripped.
You are penalising me, terminating my car rental, and forcing a Cash in Lieu settlement based on an entirely contradictory and unverified timeline.
If you stand by your decision, please publicly reconcile why your approved repairer is telling me one story, telling Hellopeter another, and telling your claims assessors something completely different.
kF
kurt F's update08 Sept 2026, 13:05
Reviewer Update
Discovery, your response states that my actions "delayed the repair process," yet your own approved repairer completely contradicts this narrative.
In their official statement regarding this dispute, Farber Coachworks explicitly stated:
"Our workshop only conducted the pre-repair scan on the vehicle and ran diagnostics... no work has commenced on the vehicle."
"Our workshop only conducted the pre-repair scan on the vehicle and ran diagnostics... no work has commenced on the vehicle."
If Farber officially confirms that no repair work ever commenced, how can Discovery claim that the repair process was actively delayed or disrupted? Farber did not spend time, labor, or parts repairing this vehicle. The only thing that occurred was a dispute over basic safety protocols and diagnostics—which Farber now claims they did, but told you they couldn't do because the car was stripped.
You are penalising me, terminating my car rental, and forcing a Cash in Lieu settlement based on an entirely contradictory and unverified timeline.
If you stand by your decision, please publicly reconcile why your approved repairer is telling me one story, telling Hellopeter another, and telling your claims assessors something completely different.