Lack of reply from call centre and management

<p>I am sad to write this after the glowing review I sent following an incident with my cell phone a few weeks ago. Sadly I have had to put in a claim for my motor vehicle and the service I have received to date has been lacking on every front. First of all I lodged my claim with one of your advisors who was rather efficient at the time in loading the details of the claim. I was advised that I would have to pay a double excess as the 2 incidents were separate and therefore subject to a double excess. I have tried to explain the circumstances but I don’t feel these were considered. The agent mentioned she would speak to her team leader and get back to me later that afternoon to see if they could consolidate the claim. Needless to say I waited all of Tuesday and most of Wednesday for her to call me back (despite being told they would call back on Tuesday afternoon). Wednesday I called back and spoke to another agent because the person dealing with my claim was not available. Without considering the circumstances she immediately advised that I would pay a double excess for the claim. I then asked to speak to my consultant and was advised she was on the phone and that she would call me back. Before I could actually say anything more the consultant cut me off and of course no one called me back on Wednesday. Today is Thursday and I am still no further. I called back again this morning and was told my agent was on another call, I asked to speak to a TL and was told they would not be able to speak to me as they are busy (same excuse as Tuesday and Wednesday). Then I insisted on speaking to the TL manager or a more senior manager because I wanted answers - I was told to hold on and suddenly my consultant was available. She then advised that I would have to pay double excess as it was seen as 2 claims so I dropped the second claim out of frustration and asked to speak once again to a manager as she said she was told by a fellow colleague this was case which means she never even asked a TL or manager. I asked to speak to a manager and was again told they are not available - what do these guys do? She promised someone would get back to me immediately. That was 09h18 and its now 14h10 and no one has called me back, Let me tell you I will seriously consider cancelling all my insurance policies with Discovery Insure as you guys have dropped the ball consistently with this since Tuesday and are not providing me with the service I require or deserve despite the high premiums I have to pay to have insurance.</p>