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Duane S

1 reviews | Active since Mar 2026

18 May 2026, 09:33

Lack of Feedback on Time-Sensitive Roof Damage Claim

I lodged a storm damage claim with Discovery Insure on 11 May after our property in Franskraal (Gansbaai) sustained significant roof damage during severe wind conditions. Due to the extent of the damage, there was understandably a short delay in obtaining the required repair quotations and assessment reports from the roofing contractor, however all requested documentation has since been submitted to Discovery Insure.

What is disappointing is the complete lack of communication and acknowledgment of receipt from Discovery thereafter. Considering that this involves roof damage with exposed sections vulnerable to further weather exposure, I expected the matter to be treated with greater urgency or at the very least receive some form of feedback or progress update.

Adding to the urgency is the fact that the roofing materials still need to be ordered, which will result in further delays before repairs can even commence. We are also expecting additional rainfall in the coming days, increasing the risk of secondary damage to the property should the matter continue to be delayed unnecessarily.

At this stage, the silence and lack of customer service are extremely frustrating. I sincerely hope Discovery Insure does not continue dragging this process out, especially where urgent repairs are required to prevent further deterioration and exposure to the elements.

I am simply asking for proper communication, acknowledgment of the submitted documents, and reasonable turnaround times on a claim of this nature.

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Replies (5)
Discovery Insure
Discovery Insure's reply18 May 2026, 09:42
Official
Good day

Thank you for your message. We understand the urgency of your claim given the circumstances.
We acknowledge receipt of your submission. The matter has been escalated for urgent investigation, and we will provide feedback as soon as possible.

Regards
Discovery Insure
DS
Duane S's update20 May 2026, 10:10
Reviewer Update
Since escalating the matter, Discovery Insure has now made contact and advised that the claim is currently still undergoing internal validation. While I appreciate the response and follow-up, I remain concerned about the turnaround time given the urgency of the roof damage, the need to order materials, and the additional rainfall expected in the coming days.
I trust the matter will now be handled with the urgency required to avoid further delays and potential secondary damage to the property.
DS
Duane S's update22 May 2026, 14:56
Reviewer Update
Since my original post, the assessor appointed by Discovery Insure attended the property on Wednesday and confirmed that he had completed his inspection and had sufficient information required to finalise his assessment.
Due to the ongoing delays and the urgent need to secure the property before further rainfall, I proceeded at my own expense to order the roofing materials required for the repairs. All materials were delivered yesterday.
This morning, the contractor I appointed completed the urgent roof repairs to ensure the property is protected before the next round of rain. The only outstanding work remaining is the replacement of the fascia boards, which could not be completed due to heavy rainfall during the work.
What remains extremely disappointing is that despite the inspection already being completed, I still have not received any meaningful update, outcome, or communication from Discovery Insure regarding the claim. As the insured client, I am now in a position where I have had to fund emergency materials and contractor costs myself for work that should ordinarily have been authorised and managed through my insurer.
I understand that internal processes and validations are necessary, but the lack of urgency, communication, and customer support throughout this process has been incredibly frustrating and stressful.
At this stage, I sincerely hope Discovery Insure resolves this matter promptly and fairly, as I am a highly dissatisfied client based on the overall handling of this claim.
Discovery Insure
Discovery Insure's reply22 May 2026, 15:19
Official
Hi Duane

Thank you for your email and for providing an update on the progress made at your property. We sincerely appreciate the steps you’ve taken to secure your home, especially given the urgency of the situation.

We are truly sorry for the delays and the lack of communication you’ve experienced throughout this process. This is not the level of service we aim to provide, and we sincerely apologise for the frustration and stress this has caused you.

We have escalated your case to our claims team. You will receive a detailed feedback as soon as it is available. We understand the importance of resolving this matter promptly and fairly, and we are committed to ensuring you receive the support you deserve.

Once again, we apologise for the inconvenience and appreciate your patience.

Regards
Discovery Insure
DS
Duane S's update25 May 2026, 12:16
Reviewer Update
Discovery Insure responded to my complaint indicating that the matter was receiving attention, however unfortunately the actual experience thereafter has still not reflected any meaningful urgency or resolution.
The assessor attended the property on Wednesday and personally confirmed that he had completed his inspection and had sufficient information required to finalise his assessment. Despite this, I am still being told by Discovery that the claim remains “with the assessor,” with no clear feedback, timelines, or outcome being provided.
Due to the continued delays and the urgent need to protect the property before further rainfall, I was forced to proceed at my own expense to purchase roofing materials and appoint contractors to carry out the emergency repairs. The roofing work has now been completed to secure the property, with only the fascia boards outstanding due to heavy rain interrupting the work.
This means that while Discovery’s responses publicly suggest that the matter is being attended to, I as the client have effectively had to manage the urgency, financial risk, material procurement, and contractor arrangements myself without meaningful support or communication from my insurer.
At this stage, I remain extremely disappointed with the overall handling of this claim and sincerely hope Discovery Insure resolves the matter urgently and fairly.