It all started off so well, then I had to actually use the Service.

Running days with Matter Unresolved: 107 Working Days

I have been a loyal Discovery member for nearly two years now. Overall, it has been a very happy relationship. I have multiple policies and have taken, or am part of, most of the services that they offer customers.

However, this all changed around 3 months ago (4 May 2017). I had recently purchased a new vehicle and placed it under my Discovery Insure policy. Unfortunately, I was in accident very soon after that and needed to start a claims process. It all started off well - I had my car towed away, my claims officer took over the claim and I had the cost estimation sent to me all within a very timeously manner.

This was all very short-lived. It all began with me taking the option to write-off the vehicle with a benefit that Discovery offers called "write-off accelerator". This is when the communication became very labored and vague. They eventually agreed to write off the vehicle and I thought that this might have all just been a slight hiccup and that the process would return to its satisfactory industry process time.

It did not. The next issue was getting the settlement paid to my vehicle's fiance house. The overall settlement was only cleared into this Finance House's bank account halfway through July. Meaning that I had now paid two months worth of installments for a car that was written off for the end of May. Two months of installments that Discovery Insure, through my "claims officer", had agreed that they would pay back. This is not a small sum of money. I am still waiting for this money to be reimbursed to me. A total of 4 emails have been simply ignored with no communication follow up. Nothing.

At this point it would seem that my emails and attempted calls have fallen on deaf ears and that Discovery Insure is happy to loose a well paying customer. This is even after I threatened to take social media and possibly ombudsman action.

It is disappointing because that up until this incident I was a happy customer that continued to take out various products and use Discovery as my first port of call when it came to finance, insurance, healthcare, etc.