1 reviews | Active since Oct 2020
HORRIBLE CLAIM PROCESS/SERVICE
I lodged a claim for being held at gunpoint where my cellphone, tablet and watch were taken. I was from the hospital to visit my son in ICU.
I lodged the claim on the discovery app. I was contacted days later by a representative who asked me for the same documents which were already uploaded on the app.
I obliged immediately but days passed and was asked for more information. I sent follow up emails and the remained unanswered. When I did get an answer, I was asked for more information. the representative told me that she does not always have access to her emails that's why she doesn't answer some emails.
I have even been asked for proof of service of my vehicle, which has nothing to do with the claim.
This is the last email sent, and it too has not been answered:
Good day,
First, we did not receive the email which you apparently sent. I’m not sure why there isn’t a date and time stamp showing that it was actually sent?
Second, what is the turn around time for a finalisation of a claim of this nature?
Third, I have gathered the information you have requested (to the best of my ability). I contacted mtn to provide itemised billing for the month of January but they stated that it will only be available on 2 feb 2022 for the iPhone. I have provided screenshots which should satisfy your requirements.
Fourth, it would seems as though the information is being requested in a piecemeal fashion in order to rely on “we needed further information before we could complete the claim" this is totally unacceptable. Even the information requested has no bearing of the claim or it is information which was already uploaded or police reports which discovery should be aware that it is never given to the complainant. Another instance is the request for service invoice. That cannot have any bearing on the claim.
Fifth, we are going through a lot as a family and for discovery to be conducting itself in this fashion really leaves much to be desired. We therefore demand that an outcome be provided by the close of business today, otherwise this needs to be escalated.
It must be remembered that this is a cellphone and tablet claim. it is not a vehicle or some household structure. It cannot take 3 weeks to validate such a claim. According to their email, it should take 48hours to complete this claim but it's taken them over 2 weeks.
Needless to state that I still have not received their call.
This is the response received:
- Kindly note that we work separate from the claims department and do not have an exact turnaround time as every claim is dealt on its own merits, however upon receipt of all the requested information , we normally provide feedback within 48 hours after the claim details and information has been reviewed.
Third, I have gathered the information you have requested (to the best of my ability). I contacted mtn to provide itemised billing for the month of January but they stated that it will only be available on 2 feb 2022 for the iPhone. I have provided screenshots which should satisfy your requirements.
- I will contact you this morning for us to contact the network providers and get the information over the line. That can help speed up the process.
Fourth, it would seems as though the information is being requested in a piecemeal fashion in order to rely on “we needed further information before we could complete the claim" this is totally unacceptable. Even the information requested has no bearing of the claim or it is information which was already uploaded or police reports which discovery should be aware that it is never given to the complainant. Another instance is the request for service invoice. That cannot have any bearing on the claim.
- Kindly note that the information regarding the servicing of the vehicle is vital as the incident occurred while you were going to the network provider to collect the vehicle after service thus for validations purposes the service provider details were required. The reason the invoice is also required is because we could not source the provider online with the name provided.
Fifth, we are going through a lot as a family and for discovery to be conducting itself in this fashion really leaves much to be desired. We therefore demand that an outcome be provided by the close of business today, otherwise this needs to be escalated.
- As per our initial discussion, this is a hard time for you and your family and we sincerely wish that you will gather strength through this hard times. Should you change your mind to make use of our counseling , we can arrange this so that you can get the necessary assistance.
It must be remembered that this is a cellphone and tablet claim. it is not a vehicle or some household structure. It cannot take 3 weeks to validate such a claim. According to their email, it should take 48hours to complete this claim but it's taken them over 2 weeks.
Needless to state that I still have not received their call.
This is the response received:
- Kindly note that we work separate from the claims department and do not have an exact turnaround time as every claim is dealt on its own merits, however upon receipt of all the requested information , we normally provide feedback within 48 hours after the claim details and information has been reviewed.
Third, I have gathered the information you have requested (to the best of my ability). I contacted mtn to provide itemised billing for the month of January but they stated that it will only be available on 2 feb 2022 for the iPhone. I have provided screenshots which should satisfy your requirements.
- I will contact you this morning for us to contact the network providers and get the information over the line. That can help speed up the process.
Fourth, it would seems as though the information is being requested in a piecemeal fashion in order to rely on “we needed further information before we could complete the claim" this is totally unacceptable. Even the information requested has no bearing of the claim or it is information which was already uploaded or police reports which discovery should be aware that it is never given to the complainant. Another instance is the request for service invoice. That cannot have any bearing on the claim.
- Kindly note that the information regarding the servicing of the vehicle is vital as the incident occurred while you were going to the network provider to collect the vehicle after service thus for validations purposes the service provider details were required. The reason the invoice is also required is because we could not source the provider online with the name provided.
Fifth, we are going through a lot as a family and for discovery to be conducting itself in this fashion really leaves much to be desired. We therefore demand that an outcome be provided by the close of business today, otherwise this needs to be escalated.
- As per our initial discussion, this is a hard time for you and your family and we sincerely wish that you will gather strength through this hard times. Should you change your mind to make use of our counseling , we can arrange this so that you can get the necessary assistance.