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JS
Jaco S

1 reviews | Active since Nov 2017

24 Jan 2023, 11:16

Great products, ********** service

I simply don't have the time to waste to write the whole saga of my pitiful experience with Discovery insure and Discovery in General. The bottom-line is, they have a great product that I love and the win-win mentality is exactly what we need. The problem with Discovery however is, that whilst they have a great product, their service is astoundingly bad. I have logged my issue with ASK DISCOVERY on whatsapp and after they could not help me tried to escalate the matter. When I eventually managed (wasting my time again) to get to speak to a Team Leader (Jolan Govender), I explained my whole situation. He understood and confirmed that my point of view is 100% valid and endeavoured to phone me back within the hour. However it too me a number of attempts again from my side to get him to phone me back a week later! Just to find out that he forgot what the issue was and also escalated the matter incorrectly leaving out the part I was actually querying. This left me extremely frustrated as I always have to explain myself from the start to the next person I get handed over to. This is off course not an isolated incident and has been my experience with Discovery on many other occasions. I am seriously considering cancelling all my Discovery products, but that is a lot of admin and Discovery knows this as they have you by the short and curlies when you move your bank, medical, life insurance, investments and short term insurance, all to Discovery. My advice to all who's reading this en to think twice before you get hooked by these products. The service from Discovery is just too bad.

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Replies (3)
JS
Jaco S's update24 Jan 2023, 12:28
Reviewer Update
Amazing how quick the response is when I don't work through your systems. I also see your reference to the Nov '22 notification. This was exactly what I queried and what Jolan Govender neglected to mention when he escalated the matter further. This so called notification - please do go and have an actual look at it! - was a couple of sentences in the body (way down in the mail) of my " Your Vitality Drive monthly driving dashboard for November 2022 ". This is a mail I receive every month to let me know how much cash back I will receive. I receive the exact same mail every month, so there was no reason for me to go an look for a hidden message!. There was nothing in the subject line either. When I however found out myself that the sensor was broken and contacted you last week, I got a SMS and mail with the subject line " Replace your faulty Vitality Drive Sensor ".




JS
Jaco S's update30 Jan 2023, 09:19
Reviewer Update
So I can't make this stuff up!! After trying for weeks to get any kind of service out of Discovery Insure. I posted here on Hello Peter and there was an immediate response (although it was private) saying that they (Discovery Insure) will review the matter and get back to me..... That was one whole week ago and nothing! No mails , no calls, no service or communication whatsoever! Now because of Discovery's business model, this issue has an impact on some of my other Discovery products and rewards. I am losing money and they are wasting my time. Stay far, far away!

JS
Jaco S's update06 Feb 2023, 10:16
Reviewer Update
Even you promised to follow up on this matter, you still have not. When will we wake up and start to make big companies accountable for the weak service they provide. I am out of ideas. I tried the whatsapp bot, then a real person on the chat, then I phoned.... Weeks later the team leader phoned back. The matter eventually got escalated, but the teamleader incorrectly stated my case and there we were back to square one. I tried Hello Peter and after an almost immediate response with promises to contact me, it has now been another two weeks. Nothing, no response. I work for myself and will not spend any more of my precious time on this Discovery. For now I will be off your case, but don't get too excited! People, us, the consumer, we are all so much more connected these days. We talk, we write reviews, we recommend and we warn each other against companies who don't even bother to pretend to care.