***********, unprofessional Discovery Insure and Nett Assess

I registered a motor vehicle accident claim on the 27th of March 2021. On the 30th of March 2021, I was instructed by Discovery to take my vehicle to Nett Assess, Tygerberg for an assessment. Lesly at Nett Assess only conducted a visual assessment and never stripped the area of impact to determine the extend of the damage. So after the assessment was concluded, I requested a copy of the assessment report and noted that parts to be replaced as per quote for my bakkie, was for a 2016 model, whereas my bakkie’s manufacturing date is 18th November 2018. Furthermore, Im no expert, but could've seen that there was much more damages visible to the naked eye but it was intentionally disregarded by Lesly of Nett Assess.

I therefore raised my concern with the Claims handler, Dionne Stevens. I also requested to be allowed to have the bakkie repaired by a repairer which is not on their panel due to the level of distrust shown in the Nett Assess report which were also counter concluded by CMC Panel beaters. Doinne agreed and gave the go-ahead to have the bakkie go for a second opinion, but also insisted that the repairer conducting the assessment, strip the damaged area and provide a comprehensive assess report, which Discovery will pay for. She further indicated that once the latter report was received she will forward it to Nett Assess for their review. Nett Assess obviously had some issues with the comprehensive report and as a service provider to Discovery, pointed out that the labour and paint costs by the insured’s repairer of choice, is too high. Obviously Nett Assess and the panel beaters on Discovery’s panel charges them a lower rate. Nonetheless Kgomotso Sefume, the Acting Relationship Manager promised that the repairs as per the comprehensive report will be authorised. She even promised to get back to me the very same day , before the end of business day.

As expected, Kgomotso never provided feedback as promised. After extensive complaints where numerous other senior managers were included, such as Andre Oosthuizen, Roosmarie Voster, Carlo De Klerk and Ganyane Metsing to name but a few, including the CEO, Andrian Gore and my Broker Bernadene Coetzee of Atooh, she finally came back and said she will get it sorted out the next day.

Early the next day, I received a call from Michael of Nett Assess who insisted that I get the bakkie to my panel beater and they will send out one of their assessors to again assess the bakkie. I then asked him if its fair that the insured should once again be inconvenienced and avail himself due to their incompetency. He sort of gave me an ultimatum and said it will only be authorized once they have assessed the bakkie and damages again.

After dropping his call, I noticed an email from Ganyane Metsing the Executive Relationship Manager who demanded the same.

Minutes later I received a call from Kgomotso and she advised that no further assessment will be requested and that Nett Assess should just amend their assessment report as the damages to the bakkie is aligned to the comprehensive report. She then promised to have everything sorted before midday. However just before midday she returned my call but then also demanded that the second assessment should be conducted by Nett Assess.

I have all the proof to back up these facts. Its almost three weeks to date since the accident and no repairs have commenced. Discovery and Nett Assess are demanding me to avail myself as if I dont have a day job. They further demanded me to be present during Nett Assess’s next assessment.

Not Discovery or Nett Assess now how to deal with clients. All the communications between myself and Discovery, such as emails and other communication platforms will be published so its for everyone to see how useless they are.