********** and Pathetic Service from Discovery

On the 15th of December 2021 there was a massive storm in Durban where a number of houses were affected by a lighting strike in my area.

We had contacted our brokers at 1618 to let them know that we have a number of items that were affected by this incident.

My husband and I have been discovery insure clients for a number of years and have never had a hassle with dealing with them, up until this claim.

There was no professionalism. The claim was assigned to someone and then reassigned to Ntokozo Wendy Radebe on the 23rd of December.

Being the festive season we understood there may be skeleton staff around. So we waited. The number provided for Ntokozo was incorrect and I could not get ahold of her I had to email her in order for her to contact me. She had not contacted me at any point before I asked for contact.

Ntokozo had said that she will process the items accordingly. They had been sourcing items from people in Potchefstroom and Durban noting that these people only supply and do not install. Two of the main things that were affected by the storm were our CCTV and DSTV.

There were was an item that Ntokozo had told us they could not supply and stated that they would provide us the cash to purchase it. To my surprise the valuation of this item was just above half of what the item costs. I had asked her where she had gotten this evaluation from she said from the internet. My son had then checked and she was getting her price from BidOrBuy and the item was stated to be used/refurbished. We do not pay a premium for discovery insurance for the consultants to undervalue our items and want to provide us with refurbished or used items. I do not think this is correct. More so we had to find the price of a version of this item brand new and send it to her in order for it to be paid out correctly.

To add to this she is telling us that certain things are not covered by discovery , though we have all the building cover , content cover and power surge cover on our policy. We had to tell her this and then only were certain things been told to be assessed.

She has now also paid out an incorrect amount for a portable possession item which was claimed for and evaluated which we also pay a premium for and has closed our claim stating that we informed her that we did not want to proceed with it !! This is definitely not correct! She had not contacted us not consulted us before the claim was closed as we are still awaiting service providers to come in and evaluate certain things.

Ntokozo would call me after hours as according to her she was “too busy during the day” and after my third call with her requested that I “do not call her after 6pm”. The contact details for her do not work , the only way of contacting her was via her email.

Discovery has now show me and my husband absolutely pathetic service on this claim and extreme unprofessionalism by their claims consultants.

Please can people be wary of how their items are evaluated by discovery’s consultants as refurbished items are not what we are paying for nor a premium for absolutely ********** service