Highly dissatisfied and disillusioned Discovery Insure client (Appalling Discovery Insure claim handling processes

I wish to place on record my dis-satisfaction with the Discovery Insure processes of handling my current cell phone repair claim (reference number: ***).

- In the interest of having a professional device assessment and repair quote expedited from a registered Samsung repair centre, I went through to the nearest Samsung approved Repair centre and obtained same. - Upon forwarding the quote through to the assigned claim consultant (Melissa Tedeschi), I was informed that another quote must be obtained from a Discovery Insure designated assessment centre (which happened to be a Cellucity store in the Mall of Africa) just opposite to the approved Samsung Repair centre. - Thereafter, I was informed that the claim has been approved, but for a lower amount and on requesting a breakdown of the Cellucity quote discovered that key components (such as the required battery replacements) were omitted. - I then re-visited the Samsung Repair centre who provided me with the initial quote and enquired about the disparity in the repair quotes (and an explanation thereof). Since I prefer to have the device properly repaired by the Samsung repair centre itself and the repair amount (offered by Discovery Insure) had a significant shortfall. - The feedback provided was really concerning that the proposed repair quote was not regarded as a prudent repair process and that such a repair would result in recurring screen related issues in the near future. However, to my disappointment, even after the Samsung repair centre feedback, the Discovery Insure agent's stance is that the batteries will not be covered, even though it is part of the Samsung repair process that this be changed). It was clearly pointed out by manufacturer themselves (i.e. Samsung) that failure to do so, will result in further damage to the screen being repaired as well as to other parts of the mobile device.

DISCOVERY INSURE RESPONSE: Please note that the settlement amount has been adjusted to exclude the replacement cost of the batteries considering the batteries have not been damaged in the incident.

Batteries are considered wear-and-tear components, and their performance naturally degrades over time. Swelling can occur due to various factors including but not limited to age, charging cycles, or the use of ******rtified charging accessories. The batteries in the device are not affected and remain within normal operating parameters.

My dis-satisfaction is based on Discovery Insure's blatant disregard of the following advice that I have received from Samsung in this regard (SAMSUNG FEEDBACK: manufacturers assessment and repair guideline)): Please note that as per Samsung rules, both batteries of the device need to be replaced when replacing the main screen of the foldable device. That's the reason why we have both batteries on our quotation. Not changing batteries will result in old ones to start swelling and might even cause the damage to other parts of the device.

It is disappointing to note that Discovery Insure will allow an inferior /sub-standard repair job (which omits core component replacement) to be approved which negatively impacts on me, as the client. More especially since such a repair will only result in further repair charges in a short while.