EXTREMELY POOR SERVICE

I registered a vehicle insurance claim on 8 October 2023. It is currently 17 January 2024 and I still do not have my vehicle back. This was due to Discovery's unwillingness to approve original OEM parts for my vehicle, forcing the panel beaters to try numerous secondhand/aftermarket parts resulting in failure. Throughout the whole process, I did not receive any communication from Discovery other than to notify me that my claim has been authorized. Attempts to contact Discovery for clarity have resulted in numerous call center agents referring me to different departments and promises of feedback that were never fulfilled. My rental car benefits have long expired and I am currently forced to arrange alternate transport at great personal expense, while no urgency is shown from Discovery. In addition to this, the battery of the vehicle has since been depleted due to the vehicle standing for three months. Discovery has denied the claim for a new battery even though the response below was received after an internal complaint.

“As per our contractual agreement, we have done right by the contract's obligation as we are putting you as the client in the same position you were in prior to the incident. “

I have tried all forms of internal communication and complaint channels with Discovery. This did not result in any improvements in communication or initiative.

I am very disappointed and extremely frustrated.