Horible experience

I have been with Discovery for 3years and I claimed for the very first time in Jun'18. The service I received was absolutely pathetic. I logged a complain (reference number ********** 812) on 16 July 2018 @ 10:25am and to date, no feedback. I followed up on 31.07.2018 (reference number ********** 941) and no feedback. I have suffered a loss with them and inconvenienced in the process. Below is the initial complaint and experience with them.

NB: My boot spoiler that is missing is also not mentioned in this claim!!!

[Here is my initial complaint: Sent: Monday 16 July 2018 10:25 AM To: INSURECOMPLAINTS ********** Subject: Complaint

To whom it may concern:

On 11.06.2018 I was involved in an accident and I phoned your offices to inform you about it. Your services were excellent in approving the tow truck and booking my rental car. I received my case number on Tuesday, 12.06.2018 and registered my claim that same day. I received the rental car on 11.06.2018 and enjoyed it for the 30day period. But that is where my experience with you ended.

Herewith my complaints: 1.) The accident happened in Johannesburg CBD, I stay in the East rand but my car is towed off to Wynberg? I suggest that you get authorised panel beaters closer to where your customers work or stay 2.) Car world kept me up to date with regards to the progress off the repairs to my car. However, there were delays with parts which caused a delay in the repairs to my car. Which caused me to be without a car for 2 days. When I phoned your offices, you advised me that you gave authorisation for repairs in well enough time and cannot extend my car hire. 3.) On 05.07.2018, I received a sms saying “Good day. Your vehicle NLL631GP is in line for wash & valet, quality control & final inspection to follow”. On 10.07.2018, I received another sms “Your vehicle NLL631GP is in the was bay for valet, quality control and final inspection. On 11.07.2018 and 12.07.2018 I received the same sms “Good day. Your vehicle NLL631GP is in the inspection bay for quality control”. Does it really take 4 working days give a Toyota Tazz a valet? The local car wash takes 4hours max. Does it also take 2 working days to do final inspection and quality control on the same car? 4.) Eventually I received a call on 13.07.2018 that my car is ready for collection. Everything seemed fine in the workshop until they brought my car out to the front: - They told me that my battery was old and that they had to jump start my car. Also that I have an acceleration problem and their mechanic said it is the distributor cap that was cracked. We opened the bonnet and found the distributor cap is a pirate part as well as the cables. I know this because I personally changed the distributor cap and cables which were original parts. They sent a mechanic with me to Goldwagen, who was the only parts shop in the area who had stock, to buy a new distributor cap. The mechanic fitted it at Goldwagen but the car still had an acceleration issue and the mechanic advised that it was the plugs. We bought new plugs and drove it back to Carworld and another mechanic fitted it for me. - When they brought my car over, I also found the petrol tank empty. They brought the report and it showed that they received my car empty. When I got home I did some investigation and say that the petrol breather had a pipe missing… - I also noticed new scratches on the rear bumper that was still fresh. Carworld called someone to polish that away. If inspection and valet took so long, should this not have been done. - There is a clip on the left front headlight that holds the bracket that keeps the bonnet open that was not there. They could not find this bracket and Ravi advised that Discovery sent those headlights without the bracket. They could not even find the old parts to take the bracket off. Ravi advised that he will order on and advise when I will get it. 5.) I drove back to my work place and started phoning around for another distributor cap that will keep the bogie cords in place. When I got home to fit the distributor cap I did further investigation and also found my water bottle with almost now antifreeze in it. I check my oil and water every Saturday morning and there is no evidence that my bottle is leaking 6.) My ash tray is also missing and this holds my hex key for my wheel nuts. I paid R45 for this 7.) My car is also pulling both sides and there was a vibration when I get to 100km/h. I had to do wheel balancing and alignment but there was an alignment report in my car? 8.) One of my carpets inside the car is also missing 9.) 2 of the brackets where you would hang things inside the car is missing and replaced my plugs.

The repairs to my car was done professionally and love the job done. However, the issues around the claim just don’t compliment this. My experience with this claim (my first) was just not what I would expect from an insurance of your calibre and therefore I am in the market to move to another insurance.

Hope that improve on your service.

Regards, A very unhappy client]