Frustrating claims process

Terrible claims experience characterised by poor and sometimes absence of communication. Approval on the Discovery Insure side authorising the car repair shop taking too long. The downstream effect has contributed to a delay in me getting my car. I requested a change in the Claims Administrator because the individual showed lack of responsiveness to my emails. I escalated, at least tried to do so, using the complaints email address 18 Jan with no response to date.

Discovery Insure’s status update emails and texts have been predominantly late as I have had to make numerous calls to both Discovery Insure and the body repair shop just to get an update, over and above putting pressure for release of authorization.

I even question what informs selection of the repair shop who has exhibited similar poor communication behaviour and sometimes self-contradictory information on email. The repair shop seems to be responding better now but trust has been compromised due to the communication experience from Nov 2023 to Jan 2024.