Failed Service

Good day Discovery Insure

I joined Discovery Insure in August 2022 however this is seeming to be an extremely poor customer experience and if this is what you call customer service, then I am gutted.

Discovery sold me a dream however you have been extremely poor in your follow through to ensure your customers understand your product and tools and how they work.

You outsource your business to companies who are only interested in the sale and are not customer focused/centric.

Customers leave for various reasons even when they pay for a premium product.

Since December 2022 I have not been receiving my rewards, So when I called in yesterday I was told that I have to replace the DQ device feature because the data is not recording on the Discovery End and Not Reading/Updating via the APP.

I find this to be extremely poor client management.

I do not understand how you have a product and expect customers to know that your product is not working.

During the sale of the product I was advised of the following;

Go to one of our accredited fitment centers to install our DQ device Download the Discovery Insure App Drive Well Swipe your Discovery Card at a Fuel Service Center to ensure you get R800 or more cash back

At no point I was told to check if the App is reading and recording the data At no point was I told how to check if DQ devise is working At no point was I advised to inform Discovery when the DQ devise is not working (Not sure how a customer would be able to know this) Flaws in the overall process

When I called in I was told Discovery receives hundreds of these type of complaints daily – However Discovery will not do anything for their employees negligence in misrepresenting, misinforming/misleading customers

I am sure if people start using the right media channels to express their dissatisfaction, someone will eventually listen I am also certain if the shareholders and investors for Discovery understood how their business is being managed and misrepresented they would do something to protect their business for the future generation (Or would They? – Unless they are only interested in their multimillion dollar Profits & ROI)

Some analyses required here Discovery to understand gaps/risks and fails in your service and how to keep valuable premium paying clients!