Horrible Service Provided by Discovery Insure

I logged a claim with Discovery Insure for an accident that occurred with my vehicle on 12/09/2023.

The claim was allocated to Lebogang Khalo, who informed me that my vehicle would be assessed by Discovery’s assessor. This was carried out on 16/09/2023. The claim was then authorised on 20/09/2023. The Vehicle was then booked into Renew-It Sandton. Renew-it informed me that they would perform a further assessment to look for any unseen damages. Once Renew-It concluded their assessment, I was informed that there were additional components that needed repair. This claim was also then sent to Discovery and authorised. I received a notification that stripping was now in process, however, repairs have been put on hold because the Renew-It is waiting for parts that were on back order. I was expecting my vehicle to be in the repair process however I received absolutely no communication at all from the claim’s consultants at Discovery.

On 18/10/2023 I unceremoniously received feedback from Discovery, that my vehicle is now considered a write-off. This is more than a month after my vehicle claim had been put in. At this juncture I was expecting my vehicle to be nearing completion, however with this news, I have had absolutely no time at all to consider purchasing another vehicle and the car rental agreement that I have has expired.

I am left absolutely stranded after a month of utterly poor communication by Discovery, and the frankly horrible information provided, being, that my vehicle was in the repair process but is has suddenly been deemed a write off.

My Claim was Assigned to Lebogang Khalo, then transferred to Nombali Maseko, then Sifiso Sigasa corresponded with me who then told me to contact Dineo as he was out of office. The claims administrator was then changed to Nothando Mathebula, However I was received correspondence from Nelisiwe Khumalo about my vehicle being a write off. This is a total of 6 Discovery personnel, without continuity, that were unable to keep me updated.

I now have a rental vehicle that I am paying for out of pocket, must make a snap decision on purchasing a new vehicle all because of the utterly poor communication and what I frankly think is completely contradictory information regarding the status of my vehicle from, authorised and in repairs awaiting parts, to complete write off.

I’m unbelievably disappointed with Discovery’s handling of my claim.