High excess, poor service, ongoing unresolved ***

Claim ongoing since September with repeated administrative delays and circular communication. Discovery insists on conditional OE authorization despite repairer warning about grey part compatibility on this KIA Rio model. High excess expected, yet service remains unresolved. Months wasted, no clear accountability, and currently radio silence again.

🔴 Discovery Insure – Claim *** – Still Unresolved

This claim has been ongoing since September and remains unresolved.

Discovery’s current position is that they will authorise OE (Original Equipment) parts only if there is an issue after grey/aftermarket parts are fitted.

However:

• Discovery’s own preferred repairers have already indicated that this KIA Rio model generally does not work well with grey parts. • I requested OE parts upfront to avoid repeat repairs and unnecessary downtime. • Instead, the process has dragged on for months due to administrative delays and circular communication.

Now the proposal is essentially: Fit non-OE parts first, and only if something goes wrong will OE be considered.

This shifts risk and inconvenience onto the client.

As the insured party: • I have paid my premiums. • I am paying a R4,750 excess. • I should not have to participate in a trial-and-error repair process when compatibility concerns are already known.

The administrative back-and-forth has already taken longer than any potential repair rework would have.

This is not premium service.

I am requesting:

Clear written confirmation that OE will be authorised for the identified compatibility issue without repeated repair attempts.

Immediate escalation to senior claims management.

Final resolution — not conditional, open-ended wording.

Radio silence is not acceptable at this stage.

#DiscoveryInsure #Claim*** #InsuranceService #CustomerExperience #SouthAfrica