1 reviews | Active since Oct 2013
Horrible customer service
Prior to this experience, I would recommend Discovery Insure to anyone but after this I don’t think so. I called in to Discovery on the 29th October to inform them that my Smart device is malfunctioning and not recording my trips. The consultant informed me everything looked okay on their side and it should be okay.
Friday I call in because my play for vitality hadn’t been allocated and the device was still not recording my trips. I get a different consultant this time. He advises me to send a picture to prove that I achieved my goal because on the system is shows that my goal was achieved on the Sunday as opposed to Friday. I send a screenshot that shows that I achieved 100km event free on that Friday. Moreso, the dashboard should’ve reset on the Saturday to reflect the new weekly goal that needed to be achieved. It didn’t. I ask him to escalate my query to someone else.
The new person initially says they will allocate my play then backslides to say I need to sent proof, which I did again. Still he insists I achieved my goal on the Sunday. The dashboard shows the 8-12th Oct I achieved 100km event free, Sunday was an extra 3.1km that I travelled which resulted in 103km event free- which is the day I apparently achieved my goal.
I further enquired on the faultiness of the device because I lost out on a play because my trips weren’t being recorded, for which I was told it is up to me to ensure the smart device is working properly. I asked how I am responsible for a technical glitch on their side- I got no response. Today, me device partially recorded my trip again, I enquired on this- no response.
What ****es me off the most is that I’m currently paying R150 on this benefit for 2 cars, 1 car is active on this benefit. I previously asked if the fee will drop as a result of cancelling the one car, I was told no the price is still the same. I am surprised to see that people are paying R80 for the benefit, so clearly I was misled.
So not I’m paying double the price I need to pay for 1 car then I’m ****** off my play. I’m further told I need to take responsibility of technical glitches of the software.
Wow!!
I am so disappointed. Vitality Insure is not cheap, I don’t expect this kind of service. Perhaps it’s better to cancel it altogether.
Thank you for bringing your concern to our attention.
On points allocation;
Your active rewards cycle starts from a Saturday to the next Friday. During that period you need to achieve a 100km free event of which a play will be awarded the following Wednesday. In this case you achieved a goal effective 31 Oct 2019. Your play should be available today. As for the one on the 8th Oct & 20th Oct have been allocated for next Wednesday.
On the Device;
Your device status is reporting with no errors and the status is live.
On Cost;
Vitality Drive is activated at plan level andcosts R80 a month on the Purple and Classic Plans and R63 a month on the Essential Plan. Once a plan holder selects the Vitality Drive programme, every primary driver on their plan will automatically be subscribed to Vitality Drive and the monthly fee is payable for each driver.
Your record shows that you are on the Essential Plan and are paying for two vehicles.
Thank you for making us your insurer of choice.
Regards
Discovery Insure
Thank you for bringing your concern to our attention.
On points allocation;
Your active rewards cycle starts from a Saturday to the next Friday. During that period you need to achieve a 100km free event of which a play will be awarded the following Wednesday. In this case you achieved a goal effective 31 Oct 2019. Your play should be available today. As for the one on the 8th Oct & 20th Oct have been allocated for next Wednesday.
On the Device;
Your device status is reporting with no errors and the status is live.
On Cost;
Vitality Drive is activated at plan level andcosts R80 a month on the Purple and Classic Plans and R63 a month on the Essential Plan. Once a plan holder selects the Vitality Drive programme, every primary driver on their plan will automatically be subscribed to Vitality Drive and the monthly fee is payable for each driver.
Your record shows that you are on the Essential Plan and are paying for two vehicles.
Thank you for making us your insurer of choice.
Regards
Discovery Insure
Thank you for the feedback.
Correct, each driver pays for the plan but the reason I wanted to cancel the one benefit is because the driver of the other car is not fully utilizing it, which is a waste of money to pay for it.
I still want to cancel it and I feel I should have an option to do it since it’s a paid benefit. However when advised that the price stays the same, I opted it’s pointless to cancel although unfair since I’m paying for something I’m not using.
Please could vitality drive on the other car be cancelled.
Regards,
Maite
Thank you for the feedback.
Correct, each driver pays for the plan but the reason I wanted to cancel the one benefit is because the driver of the other car is not fully utilizing it, which is a waste of money to pay for it.
I still want to cancel it and I feel I should have an option to do it since it’s a paid benefit. However when advised that the price stays the same, I opted it’s pointless to cancel although unfair since I’m paying for something I’m not using.
Please could vitality drive on the other car be cancelled.
Regards,
Maite
I live in Randpark Ridge, my trip is typically 16km to work in Sandton. Yesterday in the morning at almost 6am on my way to gym, it only recorded 4.2km (from the turn off Republic Road to William Nicol until gym) which means the entire trip from home was not recorded.
This problem happened the entire week last week, so I don’t understand how the device is working on your side?
Regards,
Maite
I live in Randpark Ridge, my trip is typically 16km to work in Sandton. Yesterday in the morning at almost 6am on my way to gym, it only recorded 4.2km (from the turn off Republic Road to William Nicol until gym) which means the entire trip from home was not recorded.
This problem happened the entire week last week, so I don’t understand how the device is working on your side?
Regards,
Maite