LACK OF RESPONSIVENESS

ACCIDENT CLAIM NO: ********** POLICY: ********** 879

1. I had an accident on the 21st October 2017 with Mercedes Benz C220 and the vehicle was written off. A rental car was arranged for me from the 23rd October 2017 up to 22nd October 2017 whilst my claim was being processed.. 2. On the 22nd October 2017, I made a telephone call in the morning at 09:28 and spoke to a consultant who identified herself as Nadine requesting an extension on the Car Rental as its return was due yesterday at 15:55. Nadine told me that she is going to follow up on the matter and revert back to me. I did not hear anything from Nadine until 11:05. 3. At 11:12 I sent through an email to Nombali Maseko who is handling my claim requesting her of the same. In the email I also made her aware of what has transpired from my conversation with Nadine earlier on. I further requested Nombali to follow up on this matter and revert back to me. I did not receive any response from Nombali until 14:00 in the afternoon. 4. I called Discovery insure again at 14:08 and spoke to a consultant who identified himself as Mpho and I explained my entire story. Mpho told me that the person who is better placed to assist me is Nombali Maseko and he furnished me with a number ( ********** ) which he said is a direct line to Nombali. I called that number at least four times and each time I phone, the response was “this extension is invalid”. 5. I made another call to discovery insure at 14:34 and spoke o a consultant who identified herself as Nompu (short for Nompumelelo. Again I explained to her that I was making the forth call with her about the same matter with no appropriate response. She requested me to stay on the line whilst she is checking for me. I stayed on the line for more than 8 minutes until I hang up. 6. I called again and coincidentally the consultant on the line was Nompumelelo. She told me that my request had been sent 15 minutes ago to management. I will be contacted and directed accordingly. This meant that all the consultants I had communicated with earlier on did not bother to act on my enquiry.

I am not happy with the conduct of Discovery insure for the following reasons:

• My claim has not been finalised after 30 days of the accident, and I am not conversant with cause of delays if any; • I have not received any indication whether the extension of the Rental Car will be granted or not

I am extremely frustrated