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Holisizwe M

1 reviews | Active since Mar 2020

10 Mar 2020, 11:22

HORRIBLE ROAD BIKE CLAIM DISCOVERY INSURE

Im currently in the process of trying to claim for my damaged road bike with Discovery and its been the hardest 2 weeks and heading to 3 weeks. I have had not solid feedback and I as the client have chased up everyday with no real response. I have kept been passed on from claims assistant to the next and every time I ask to speak to a manager they tell me they are in meeting, so basically the managers are in meetings for the past 2 weeks every time I call. I have asked for a manager to call me and still no one has called in 2 weeks. The last claim agent I spoke to Aurrelia said that they have not had feedback from the agent about my road bike when I called yesterday but that was a lie as information was sent on Friday which was confirmed by another one of her team members when I called later.

To this day I have still had no feedback, Im sure they are expecting me to call them as I have been doing. I am the client and I feel I have had to champion this entire process with no help from Discovery. My next step now is to get my attorney involved and then take this further. I have been **** to and kept in the dark throughout this process as I feel they are not willing to pay for the road bike damages. I was also indirectly told I **** about my claim which they are still not willing to explain. when I asked for a copy of the report outcome I was told that it was not sent but that the agent had explained via telephone what the issues are, so basically more lies and delay tactics.

Im still waiting on feedback and will without a doubt post this to all cyclist groups and share details of this experience with everyone mail correspondence if need be so that people are aware of how much Discovery will take monthly and promise great, speedy service but actually dont care because you are merely a number that doesn't matter.

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Replies (2)
Discovery Insure
Discovery Insure's reply10 Mar 2020, 14:15
Official
Good day Holi M 

Thank you for you review

Business would like to sincerely apologise for any inconvenience that may have been caused. 

We have since relayed your concerns to the relevant management team to expedite your claim.

More information will be communicated to you directly.

Regards
Discovery Insure 
HM
Holisizwe M's update10 Mar 2020, 17:22
Reviewer Update
Received a call from a lady name Manasseh about my claim, she came off sounding like it was management and she wanted to find out how she can assist me. I told her my issue and what I have gone through with regards to this claim all the back and forth and the false stories ive been told about someone from management calling me. In short she tells me my claim has been rejected because my bike didnt break the way I said it broke. I WAS THE ONE RIDING THE BIKE AND I AM THE ONE WHO WAS THERE NOT THEM. BUT THEY BELIEVE ME TO BE LYING AND SO WILL NOT SETTLE MY CLAIM. I asked her for all telephonic conversations so I may address this with my attorney and she says she will send me a document shortly ( it been 3hrs and im still waiting for it) I ask her for the feedback from the agent who evaluated the bike so I can submit this to my lawyers she tells me that she cannot send it to me as its a private document that discovery cannot disclose with me. How am I suppose to query this claim if I cant have the information I need? so I ask to speak to the next manager above her as I assumed she was a line manager but turns out she is not, she is another claim agent that pretended to be a line manager basically. She says he manager Kelly Naidoo is busy on another call and will call me back soonest when she is free. She asks me for my details I respond by saying you should have them this is how you contacted me correct? says she will pass it on after our call, its been 3hrs later and Im still waiting for a call from management in the claims department. So a total of 2 weeks and a day I still have not heard from claims management. I later call to try and get hold of Kelly Naidoo who is the manager and get told by a consultant in claims and I quote " there is not manager by the name of Kelly Naidoo " I ask her to double check and she confirms and says " no manager named Kelly Naidoo" Im being **** to and my claim is being rejected I was asked to produce pictures from my instagram and proof that I do indeed cycle on a regular and prove that this is my road bike indeed. As embarrassing as this was I done it in order to speed us this process and get my bike sorted but clear I will not be anytime soon. This has become the most horrible experience daily and has stressed me out to them max. when I signed up I was never asked to give proof of having a bike or that I ride they were okay to take my monthly instalments but not when they have to help me and pay for my frame they are not willing. DO NOT COVER YOUR ROAD BIKE OR ANYTHING IMPORTANT WITH DISCOVERY INSURE. IM NOT BEING IRRATIONAL OR EMOTIONAL IM EXPOSING WHAT HAPPENS WHEN YOU TRY TO CLAIM WITH DISCOVERY YOU WILL NOT GET WHAT IS DUE TO YOU.