Faith Lost in Discovery (and maybe humanity)

On the 31 December 2021, our car key was ****** with a bag, which we reported. After speaking with Discovery Insure on the phone, they sent a tow truck. The tow truck driver tampered with the gear shift box in order to move the automatic vehicle.

The car was taken to Audi Centre in Cape Town. They quoted for the key, as well as for the gear shift, stating that they could not guarantee it is in working order once it leaves their possession as it has been tampered with. After numerous dropped calls from Discovery's remote consultants and an unanswered email to the claim's team manager, we involved our broker.

On the 12 January 2022, we received via email the claim authorisation for the key. This was great news, as there had been no communication as to what was happening moving forward. Audi explained to us the gear shift could only be assessed once the key is made, so that the vehicle could be started. Bearing in mind, that payment from Discovery takes 3 days and from ordering the key once payment is made to Audi, the key is ready in 5 days.

Now we just waited to hear regarding the gear shift. Last week Thursday evening, 20 January 2022, we received a claim authorisation for the gear shift. We were thrilled to think by today, Monday, the parts will be ordered which as confirmed, takes 5 days. January and our leave is almost over, but hey we'll take what we can get.

Today I receive a call from the panelbeaters who were to fit the gear shift. They were stunned to find out that we are based in Cape Town, as they are based in Clanwilliam! Not to mention, Audi Centre has not received any communication from Discovery to confirm the claim authorisation, or that the car may be moved. Why you chose to have some other business repair the vehicle and order parts, when Audi has provided the quote in the assessment report, is beyond me!

Our car is standing there for almost a month. Is this funny? Discovery's standards have dropped so much. The disappointment is overwhelming.