1 reviews | Active since Aug 2012
Formal Complaint Regarding Ongoing Delays and Poor Communication
I am writing to formally express my dissatisfaction with the handling of my vehicle claim.
It has now been six weeks since my vehicle was sent to your recommended panel beater, Renew-it, for water damage repairs. To date, I have received no clear indication of when my vehicle will be returned to me. The prolonged delay has caused significant inconvenience and disruption to my daily life.
In addition, I am incurring extra costs related to the rental vehicle. Alarmingly, the only time I receive any indication that my rental period has not been extended is when Avis contacts me directly to arrange the return of the rental vehicle. There appears to be a serious breakdown in communication between Discovery and Renew-it. When Renew-it provides updates regarding the repair status, Discovery does not proactively extend the rental with Avis. Instead, the responsibility falls entirely on me to follow up repeatedly, during which I am passed from one consultant to another without resolution.
On multiple occasions, Renew-it has indicated that they would revert to me with updates, yet no further communication follows. I have also been informed that they would contact Discovery on my behalf to arrange rental extensions, but this has not materialised. Furthermore, requests for callbacks from my claims administrator and consultant have gone unanswered, and the contact details provided in email signatures have proven ineffective, as I am unable to reach the individuals concerned.
The lack of communication, accountability, and coordination between the parties involved is unacceptable. As a client, I should not be required to manage the internal processes between Discovery, Renew-it, and Avis to ensure continuity of my rental vehicle while my insured vehicle remains under repair.
I request urgent intervention in this matter. Specifically, I require: 1. A clear written update on the status of my vehicle repairs, including a confirmed completion date. 2. Immediate confirmation that my rental vehicle will be extended without interruption until my vehicle is returned. 3. A single point of contact who will take ownership of my claim and provide consistent updates.
I trust that this matter will now receive the urgent attention it requires. I look forward to your prompt response and resolution.
Regards, Pulane Seutloali
Thank you for your detailed email.
We would like to sincerely apologise for the manner in which your claim has been handled, as well as for the lack of feedback and communication you have experienced. We fully understand the frustration and inconvenience this has caused, and we acknowledge that this is not the level of service you should expect.
Please be advised that we have communicated directly with the panel beater regarding the status of your vehicle. They have confirmed that your vehicle is currently in the final stages of completion. The repairs are nearly concluded, and the vehicle will now proceed to Quality Control for final inspections prior to handover.
Once the Quality Control process has been completed, the panel beater will contact you directly to arrange the next steps and confirm collection details.
We sincerely apologise once again for the breakdown in communication between all parties involved. Your concerns are completely valid, and we appreciate you bringing them to our attention. We are closely monitoring the matter to ensure that it is finalised without any further delays.
Thank you for your continued patience and understanding during this time.
Regards
Discovery Insure
Thank you for your detailed email.
We would like to sincerely apologise for the manner in which your claim has been handled, as well as for the lack of feedback and communication you have experienced. We fully understand the frustration and inconvenience this has caused, and we acknowledge that this is not the level of service you should expect.
Please be advised that we have communicated directly with the panel beater regarding the status of your vehicle. They have confirmed that your vehicle is currently in the final stages of completion. The repairs are nearly concluded, and the vehicle will now proceed to Quality Control for final inspections prior to handover.
Once the Quality Control process has been completed, the panel beater will contact you directly to arrange the next steps and confirm collection details.
We sincerely apologise once again for the breakdown in communication between all parties involved. Your concerns are completely valid, and we appreciate you bringing them to our attention. We are closely monitoring the matter to ensure that it is finalised without any further delays.
Thank you for your continued patience and understanding during this time.
Regards
Discovery Insure