**********, DISHEARTNEING SERVICE FROM DISCOVERY INSURE - HOUSEHOLD

On Sunday, 14 August 2022 at 19:47 I called the insurer's emergency department to advise about my house problem, which was at the time not clear if it's electricity or lumber related. The Discovery agent by the name of Joe told me that there are no available service providers he'd try again in the morning. As strange as that was, for a basic and critical service. Nonetheless, I tried Techno-Group that had issued certification for Electrification and Plumbing when I bought the property. The Electrician troubleshooted the problem telephonically and advised me to call their office in the morning for someone to come out.

At 20:11 Joe, the Discovery agent called me back to check if I came alright finding my own Plumber, given I had suggested as such as I could not sleep with a leaking geyser and power trip (earth leakage). So, I confirmed accordingly.

On Monday morning, at 06:20 Joe called again advising that he still cannot find a service provider to assist therefore, I could proceed with the private one to assess and fix the problem and I'd be re-imbursed by Discovery Insure. Cool, I did that.

A techno-group plumber came out on Monday afternoon, assessed the issue and found that the geyser is burst. I told him I'd revert to my insurer about the report, which I did. Since then, Monday I am still in back and forth chit-chat with Discovery Claims Agent by the name of Lethabo Makgolane with very poor communication i.t.o. response time.

In brief, I was advised by Lethabo that, the claim logged on Sunday was closed (understandably, given the resolution I had with Joe) and, she would need to log a new claim, which was done. I informed her about the issue of not finding service providers, so she looked again and found one, QuickFixProject.

QuickFix Project came out on Monday afternoon, re-assessed the problem and found same results as techno-group.

Since Techno-Group attended to my problem as an emergency and their telephonic troubleshooting had saved the evening, I believe it is only fair practice to give the big business to them i.e. the geyser replacement. Besides, I was already told by Discovery's emergency department to proceed with private plumbing fix.

So I was told on Wednesday, 17 August 2022 morning to get a quote and report from Techno-Group, which I did and I sent it to Lethabo in the afternoon. Neither I got a receipt acknowledgement or update on next steps, until I followed up on Thursday. I was then advised that the quote is approved according to Discovery rates, I enquired, how much are their rates, they were confirmed.

Now, Discovery expects me (according to Lethabo and her Manager counsel) to pay R 8000 and odds, which is 50% towards their rates. HOW ABSURD! WHAT'S THE POINT OF HAVING AN INSURANCE IF WHEN THERE IS TROUBLE AS A CUSTOMER I MUST CONTRIBUTE SO MUCH (50% TOO).

I HAVE BEEN SAYING THIS TO MY FAMILY MEMBERS, DISCOVERY INSURE IS USELESS AND INEFFICIENT AS A HOUSEHOLD INSURER, THEY RATHER STICK TO VEHICLE SERVICES.

Where I'm at right now, my geyser problem is still not fixed. It is not yet known by when it will be fixed. Lethabo and her Manager will first get Sunday and Monday's recording of my call with the emergencies agent.

When Discovery Swrvice Management Team gets this feedback, I like them to extend a similar dissatisfaction to Thabang Mpyana from Retentions department. He was supposed to give some feedback relating to my CAR INSURE on Monday, the 8th of Augusts. I sent 3x follow up emails with no response.