Failed by Gontse Moteane of Discovery

To whom it may concern:

It is with dismay the kind of service we are receiving from Discovery and in particular from Gontse Moteane.

Our son's car was booked in on the 24th June for assistance after it was damaged by JMPD, the car had to be taken in for assessment. A report was received confirming that the car was a total writeoff. We were then asked to fill in Change of ownership documents, but in the meantime we requested authorization to remove uninsured items (air suspension and mag wheels), so we refused to send through the documents until we could get authorization to remove such items before the car could be sold. Gontse came back to say we were delaying the process to be finalized. We called again and Gontse did not answer her calls nor emails. When we called again Yolane referred us to Auction Nation and we spoke to Cindy who also confirmed that they need the authorization from Discovery, when I called again I spoke to Tshepo who promised that the aforesaid letter was to be forwarded to us at 21:00 of the same day and to date nothing came through. We then decided to send through the change of ownership and registration doc and still reiterated to Gontse via email that we were still awaiting confirmation letter and to date nothing has happened. After sending the docs we sent an email to Gontse stating that after sending all outstanding documents if the car will be sold without us removing those items we will litigate against Discovery, as usual she never responded or gave us any update.

After a month and 2 days of booking the car in, we still do not have the authorization letter from Discovery. Gontse Moteane has failed us dismally. We have Life cover, Insurance and Medical Aid with Discovery, Our question is should we be worried with the future service from your company or should we cancel or wait until another eventuality occurs and we'll receive the same pathetic service from your employees. We might as well start shopping somewhere else where we would receive a better service than we have been afforded.

Why is it more important for Gontse Moteane to receive requested documents so she could finalize the deal than to attend to our request or is there an incentive for finalizing deals?

I still repeat "We need the authorization letter to remove uninsured items or we will be left with no option but to litigate if the car will be sold before we can remove our items.

Can Gontse Moteane be removed from handling our claim and let it be given to someone who is willing to assist Discovery clients!

-- Regards

Sibongile Matlala