Great insurance

I lodged a claim after my vehicles windshield was hit by a stone and a crack was running across the glass. Andy Tommy assisted me to lodge the claim and it was approved by the insurance and a service provider was requested to fit a new generic windshield.

Service provider reports that only an original windshield can be fitted. After waiting for a week after I loaded the claim, I called the insurance to find out what was the delay. Only then I was told that I need to submit a motivational letter from the vehicle manufacture on why a generic glass can’t be fitted, this was a first for the manufacture . Through this ordeal of running around trying to get a motivation, I am not receiving to follow up call from the insurance. The manufacturer agrees on the letter only stating that they only fit original glass on their vehicles. I submit the letter to the insurance and no response for another week until I had to call again, only to be told the motivational letter is not satisfactory.

Every time I call I speak to a different agent and I haven’t received any follow up from Andy. It is now the end of the second week, I call again out of frustration and request that any glass be fitted as I can’t use the car with a cracked windshield.

The insurer then requests a quote from a different service provider. The service provider reports that only an original glass can be fitted on the vehicle. Only then the insurer decides to approve the original glass and gives authorisation.

After waiting for almost a month. This could have been avoided initialy, with better communication and research

I’ve been with discovery insure for almost 10 years and I am still sticking with them because I feel they have a great insurance.

Please treat your clients with utmost care and please do communicate effectively and consistently to try and lesson the frustration of the client.

With that said I still love the insurance and thank you to Andy Tommy for being kind.