Lack of Service and Delay in Processes

<p>Good Day,</p> <p>I would like to log a complaint against Discovery Insure. A Discovery insured driver drove into my vehicle (Thursday 11/08/2016), where I then followed the process of initiating a third party claim. All documentation was submitted the following Monday 15/08/2016. My claim is handled by Rozannah Singh, who doesn’t respond to emails and I am constantly having to do follow up calls.</p> <p> </p> <p>I was advised that my claim is at the final stages, yet it cannot be finalized – as the main policy holder’s claim isn’t finalized. It’s been three weeks since submitting my paperwork and this claim is still not finalized. The Discovery insured driver advised that Simon is handing his claim. I have emailed Simon, who also doesn’t respond to emails nor is he ever available when I call. I’ve left countless messages and he doesn’t return calls.</p> <p> </p> <p>I have taken it upon myself to follow up on the policy holder’s claim, by contacting Net Assess and CK Express who needs to assess the Discovery insured vehicle. I was notified that the client’s vehicle is to be uplifted from auction nation salvage yard for assessment. The vehicle was then collected by the incorrect tow truck agency and taken to the incorrect company for assessment. This was Friday (02/09/2016) and the vehicle was locked up over the weekend – resulting in further delays to my claim. Today the vehicle is supposedly to be delivery to CK works for assessment.</p> <p> </p> <p>It’s rather pointless having Discovery agents, if the plaintiff (being myself) needs to do to do their jobs for them. I have spent over R500 worth of airtime since the accident, as I’ve been sent from pillar to post to action this process accordingly. With my vehicle being damaged, I try not to drive it unless really necessary. The commute to work - some days with the car and some days with the public transports is a real inconvenience.</p> <p> </p> <p>I trust this matter will be prioritised and that this will be attended to. In addition, this needs to be escalated to management level, where Discovery agents will be trained with the necessary s****s needed to deal with clients. This type of service, or maybe I should say the lack thereof is highly unacceptable and unprofessional to say the least.</p>