*********** systems and inconsistent service

I think this team leader from Discovery needs coaching. How on earth do you reply to a complaint with such a brief and vague email, mind you, not even addressing all the points I put across. If this is what Discovery is recruiting, they they definitely have a long way to go, Outsurance will stay winning. Even though a client doesn’t always win,I believe they deserve a proper response. See below is what I sent.

“ Hi Cleopatra, Hope this email finds you well. I logged a claim a few days ago and I must say the service was quite good from the beginning. I spoke to Olifile Majake who was assisting with it all and when I logged the claim I mentioned to him that while doing so I noticed on the App that it showed an excess of R15000 which was quite confusing because the policy schedule I was sent showed an excess of R6000 with the updated premium. He then confirmed that the excess is actually R6000 and not R15000 as this may have been an error on the App and that he’s definitely sure it’s R6000. After the assessment of the car he called for authorisation and now he was confirming an excess of R15000, he further explained that he listened to recordings, which I’m still waiting to be sent to me, where I requested an increase of my excess to R15000. Can I have an explanation as to why I have an updated policy schedule with the set premium that’s been deducted every month stating that my excess is R6000.00 as opposed to the R15000.00 that was never sent/generated to me as a client of Discovery Insure, I’m assuming if it was incorrect that it would not have generated. As a client, I actually feel unfairly treated after I asked for clarity and the feedback they could gave me is that it’s a system error and the lady who was assisting with this last year actually left a note and did not amend anything on the system hence the system then generated a policy document showing an excess of R6000. I just feel I should not be unfairly treated due to the inconsistency of your systems. Kind regards,”

And this is Cleopatra’s response( A whole team leader)

“Good day Amanda My apologies for the inconvenience caused. We have listened to the call and indeed confirmed the increase of excess. Please be advised that the recording will be sent to you in the next 48hours.” Kindest Regards Cleopatra Thabethe