Inaccurately Rejected Claim

I had so much hope for Discovery but im defeated, I regret why I moved from Dotsure to Discovery insure as I was with Dotsure since 2018.

On the 28th Jan 2024 I was involved in an accident and fortunately no one was injured and no other vehicles were bumped, due to the road surface the car served out of control and the car hit a pavement and that was the end of it.

I called Discovery to notify them of accident that happened to the vehicle and they said that they detected an accident from the chip which was installed when I was onboarded as a client FYI - The tracking chip monitors driving behaviour, tracks the vehicle and also detects Collins for any possible accidents. Upon speaking to the service consultant about my accident she confirmed that the location of the accident based on their records it took place in Springs or Thokoza ……I can’t remember exactly what the lady said but it was far East Rand. I corrected the lady with the correct address where the accident took place which was in Tembisa.

A private investigator was appointed to investigate me so that they can get more details about the accident, and while being questioned he asked if the accident took place in Johannesburg based, I said no and explained where the incident happened. He mentioned that based on his records the chip says the accident took place in Johannesburg. I disclosed all the details to best assist the private investigator and on the 22nd Feb 2024 I received a call from him to say that the claim had been rejected. I said, its fine when can I collect my vehicle, they told me I can collected same day, I made arrangements for the vehicle to be collected and little did I know that I could get my vehicle because Discovery didn’t pay any storage fees where the vehicle was being assessed. Still today 2024-02-24 I still haven’t received my vehicle. I paid call out fee to the tow truck I appointed which was not necessary if everything was communicated properly to me.

Friday morning 2024-02-23 “next day after the claim was rejected” I sat down to read through the rejection letter. I read every point and some points didn’t make sense and therefore I called Reuben the investigator to get more clarity.

Question 1

Please explain to me the accuracy of the Chip you guys installed onto the vehicle, and why did get the incorrect address regarding the location of the accident 2 time by your self and by the service consultant I spoke to when reporting the accident.

Answer The chip is for vitality, I not saying that the chip is not accurate to get more info please call the claims department and they will explain to you who it works and its accuracy.

Q2 - was related to 5.1 and 5.3 of the rejection letter. I wanted to know which day and time they were referring to when they said excessive speed prior to the accident and Also why are they referencing speed that was recorded 10.28KM before the accident and ignore the details within the square mile of the accident. A - He mentioned that the pulled data from the vehicle ECU and from Netstar to get an understanding of the accident. He mentioned the ECU has recorded a speed of 126KM/H and the report log from Netstar recorded 114KM/H Q3 - Referring the 5.4 and 5.7 about the suspension being modified. I explained to you that the modification done the the suspension was to improve handling and overall performance of the car and I gave you all the details about the company who installed the suspension when they also explained the very same info to you. Also I asked you to please send me a report of the assessors outcome specifically the issue around the sensors on the suspension you claim to be disconnected on all 4 dampers. A- Mr Nkosi please contact the legal team as they have all the info. If you are not happy about the outcome please write to the Ombudsman.

My claim has been rejected based on inaccurate information, firstly the Chip they inserted into the car showed the speed was perfect and there were mid acceleration. ECU records pull are inaccurate as ECU unit is also in accurate as the speed is related to engine speed not the actual speed on the wheels of the car. Thirdly Netstar tracker log book has recorded a speed of 114KM/H when the collision happened and the log info also was in line with the statement I gave the private investigator.

On the Rejection letter, Discovery claims that all 4 sensors of the dampers where disconnected which is false as only 1 sensor was disconnected due to the impact when the accident happened which was the sensor on the front right damper suspension.

Discovery also claims that the modification on the suspension contributed to the accident which is false, it was actually to improve driving and handling of the vehicle.

Discovery also claims that I consumed alcohol during the hours of the accident which is false and I told the investigator that the consumption took place between 1PM and 5pm and I had consumed only 5 beers and the accident took place at 11:10PM. I had 2 corona beers between 1PM and 1:30 PM and had 3 coronas between 5PM to 6PM. Discovery has no proof that as a result that I was drunk while driving the car. The Investigator also claimed that he will prove to him as how drunk I was which was very disrespectful to hear such a comment. My closing words were do anything in your power to get the fact because I knew he was speaking bull****. Till today I am waiting to see the report proving that I was so drunk.

I also asked Rueben if the assessor had been to the sight of the accident and they claim they have been and my Question was related to the road conditions if they had seen them which they claim they have been to the accident site but I don’t have any report regarding what they observed from the site.

Discovery also rejected my claim because I drove at a high speed 10.28 KM/H prior to the accident which is not fair as as I travelled 3.28KM when the car was started until the accident happened all along the car remained stationary.

I further experienced difficulties when trying to get reports regarding the rejections as I had to continuously call and shout before they send me something they didn’t want to disclose E.g. the tracking log book from their own tracking unit, Images showing that the sensors where disconnected

I feel discovery has inaccurately rejected my claim as a results. In actual fact They will for a 1000 ways not to pay and they will simple ignore all the factors that led to the accident. I am very disappointed at discovery this has been the insurance company I also hoped I’d join should I be able to have earn a decent income as they have so many products that I like but and I cancelled my cover with dot sure to join when and slowly migrate all my vehicle to Discovery but wow I guess you live and you learn.