1 reviews | Active since Sept 2013
How can Discovery Insurance still be in business ?
We find it hard believe that Discovery Insurance are rated as one of the best short term insurance companies out there. Why do we make this statement? Be a judge for yourself with what we are about to share.
Due to the value of our cars we have to fit tracking devices as it's mandatory. So we opted for the Vitality Drive option. The one where you get bucket loads of money back for driving responsibly. Problem was this device severely interfered with our cars Navigation systems (Video's and pics can be provided) i.e. Driving on a normal road yet Satnav is showing us bundu bashing through a dam at 286km/h......no ways our car drive this even down a mine shaft.
Decided to contact Discovery, and they advised I can use any of the reputable tracking companies as long as they received a confirmation letter. This process was followed and confirmation letter sent August 28 last year. We where told they would pic the letter up and cancel the subscription and device. Fast forward to May 2025 and we still paying for the same device.
Once we queried this with Discovery Insurance they advised that they can see the proof on the portal but that it was never actioned. They then vouched to have this refund credited to us. Two weeks later and 4 different people we have spoken to when following up the refund has still not being processes with sub standard excuses being used ranging from 1) The claimed refund was never processed properly by the agent THIS HAS NOW HAPPEND SEVERAL TIMES, 2) To system outageS and systems being offline......best part is everytime we followup we get a standard "Your claim will take 3-5 days to finilize" which has now happend 3 times in a row.
My question is : How does this happen ? I'm a Senior Solutions Architect by trade and design, build and maintain these systems. So I fail to see how Discovery Insurance is failing the basics steps of Process flow and systems automation ?????
Bottom line is they are eager to debit your account but the rules change quite drastically when they need to refund you for a mistake and process that failed us as the consumer
I dont need anyone to phone me to re-hash whats been done 4-5 times already. Just how many times do you need to go over your failed processes and governance. It's as simple as refunding us the amount owed to us back date to when we cancelled this tracking device in August last year.
And seeing that I actually know how to map/analyse business processes and automate them I'd like to know in detail how you would prevent this from happening to a client who might not have the ability to escalate matters in the way I did.
For a enterprise blue chip company such as yourself you have fallen short and can go learn from the smaller more agile competitors what it is to truly have world class customer services, solutions and process automation.
I dont need anyone to phone me to re-hash whats been done 4-5 times already. Just how many times do you need to go over your failed processes and governance. It's as simple as refunding us the amount owed to us back date to when we cancelled this tracking device in August last year.
And seeing that I actually know how to map/analyse business processes and automate them I'd like to know in detail how you would prevent this from happening to a client who might not have the ability to escalate matters in the way I did.
For a enterprise blue chip company such as yourself you have fallen short and can go learn from the smaller more agile competitors what it is to truly have world class customer services, solutions and process automation.
Come on guys !!!!!! Is this what you brand as world class customer service ????
This is the 5th time now we have been put into this 3-5 day waiting loop.
Surely this needs to be escalated and looked into internally to ensure other people dont get stuck in the same rutt ????
Come on guys !!!!!! Is this what you brand as world class customer service ????
This is the 5th time now we have been put into this 3-5 day waiting loop.
Surely this needs to be escalated and looked into internally to ensure other people dont get stuck in the same rutt ????
Hmmmmmmmm, do I dare ask on which vehicle you removed the SVR benefit ?
If you looked closely you would have seen I own two Suzuki's and you SHOULD have picked up from the correspondence and confirmation you requested from me and that you insisted i LOAD ON YOUR PORTAL which vehicle this was for.
I dont understand how you can make such basic mistakes !!!!
Here we go, let me guess another 3-5 days to find the problem and then another 3-5 days to schedule the refund.
If you havent guessed it by now, you refunded the wrong car
Hmmmmmmmm, do I dare ask on which vehicle you removed the SVR benefit ?
If you looked closely you would have seen I own two Suzuki's and you SHOULD have picked up from the correspondence and confirmation you requested from me and that you insisted i LOAD ON YOUR PORTAL which vehicle this was for.
I dont understand how you can make such basic mistakes !!!!
Here we go, let me guess another 3-5 days to find the problem and then another 3-5 days to schedule the refund.
If you havent guessed it by now, you refunded the wrong car
Let me guess, you didn't actually trace and investigate the entire complaint from when it started in August 2024 even though all the details are on your systems and portal
Let me guess, you didn't actually trace and investigate the entire complaint from when it started in August 2024 even though all the details are on your systems and portal
Am I surprised, not really. Do I anticipate it being resolved, not likely. #provemewrong
Am I surprised, not really. Do I anticipate it being resolved, not likely. #provemewrong