1 reviews | Active since Jan 2017
Extremely Disappointing Experience with Discovery Motor Claims
Discovery Motor Claims has been one of the worst insurance companies I’ve ever dealt with. I had an accident on October 16, 2024, and to this day, I still don’t have my vehicle. Discovery’s chosen repairer, "Flanagans," failed to identify several issues, causing further delays and leaving me without a courtesy vehicle. I was without a car for a full month out of the six months.
Discovery is now refusing to fix the last issue, claiming it’s due to wear and tear, despite the fact that everything related to the air conditioning was functioning fine before the accident.
The customer service was abysmal. I spent at least two hours a day on the phone, either requesting updates or waiting for someone to call me back. Whitney Smith, my assigned claims handler, never returned a single call, only reaching out when it was time to tell me my claim was denied. Her manager, Amina, and Thabang never answered my calls either, with Amina completely ignoring my emails.
Additionally, I was charged extra on my policy for an automatic vehicle, but they only offered me a manual one. Later, I learned that Avis didn’t even have any automatic vehicles available, and they tried to come up with an excuse.
I will never recommend Discovery Insurance to anyone. From their repairers to their customer service, everything about this experience was unprofessional and utterly frustrating.
We're really sorry to hear about your experience with Discovery Motor Claims. It sounds incredibly frustrating and disappointing, especially given the long duration and lack of communication.
We are looking into the matter and will have the relevant department contact you to assist.
Regards
Discovery Insure
We're really sorry to hear about your experience with Discovery Motor Claims. It sounds incredibly frustrating and disappointing, especially given the long duration and lack of communication.
We are looking into the matter and will have the relevant department contact you to assist.
Regards
Discovery Insure
I received a call 30 minutes after leaving the review, explained the issue and still no feedback. Its amazing how I called Discovery Claims department and spoke to over 20 claims advisors and out of the 100s of calls I made in the last 6 months of NOT HAVING MY VEHICLE, not a single manager or claim advisor called me back with an updated except to tell me my last claim was rejected for unacceptable reasons.
Furthermore, since I was advised that my claim had been rejected, I have requested that Whitney Smit send me documentation about my claim. To date, I have not received this.
The information I need includes:
Details of where my vehicle has been in the last 6 months ( I don't understand how my insurance does not have this information on hand)
Details on the authorised claims - Amounts and assessment reports - (Again, do not understand how my insurance does not have this information)
Provide details on how the repairer's complaints are being handled.
I received a call 30 minutes after leaving the review, explained the issue and still no feedback. Its amazing how I called Discovery Claims department and spoke to over 20 claims advisors and out of the 100s of calls I made in the last 6 months of NOT HAVING MY VEHICLE, not a single manager or claim advisor called me back with an updated except to tell me my last claim was rejected for unacceptable reasons.
Furthermore, since I was advised that my claim had been rejected, I have requested that Whitney Smit send me documentation about my claim. To date, I have not received this.
The information I need includes:
Details of where my vehicle has been in the last 6 months ( I don't understand how my insurance does not have this information on hand)
Details on the authorised claims - Amounts and assessment reports - (Again, do not understand how my insurance does not have this information)
Provide details on how the repairer's complaints are being handled.