Formal Complaint – Incorrect Windscreen Ordered Through PG Glass

I am extremely disappointed with the recent windscreen replacement booking that was arranged through Discovery Insure with PG Glass.

I booked my vehicle more than a week ago, trusting that the service provider allocated by Discovery Insure would handle the matter professionally and efficiently. However, upon arrival, I was informed that the incorrect size of glass had been ordered. This error has caused me unnecessary inconvenience, additional transport costs, and wasted time. To make matters worse, I have now been told I must wait a further 2–3 days for the correct windscreen to arrive and be fitted.

As my insurer, Discovery Insure bears responsibility for ensuring that its appointed service providers deliver the standard of service promised to clients. In this case, that trust has been broken. I expect Discovery Insure to hold PG Glass accountable for this mistake and to ensure that the correct windscreen is fitted without any further delay.

Furthermore, given the inconvenience, additional costs, and disruption this has caused me, I request that Discovery Insure take this matter seriously and provide compensation for the transport costs I have incurred as a direct result of this error.

I trust that you will escalate this matter promptly and provide me with feedback on how this issue will be resolved, as well as the steps being taken to prevent such incidents from happening again.