1 reviews | Active since Feb 2026
Lack of transparency and poor client service
I have just moved over from Outsurance to Discovery insure. When I got quoted for my car insurance from Discovery in Feb I was happy with the quote for car and house insurance and I accepted the quote. Then going through the quote checks again does the sales consultant mention that they don’t insure a thatch house but she would check with the underwriting team. She never came back to me and the proceeded with the premium. I figured out with the cash back I was only getting back 5% instead of 10%. Long story short, discovery never communicated to me that they were only going to insure my car and the house was never approved by the underwriting team. Four months later and a lot of back and fourth between discovery insure and the underwriting team they won’t insure the thatch. Which is fine, if they had been better at their communication and transparent I wouldn’t be feeling the way I am also given the fact the quote car premium is less than what I’m currently paying. Discovery seems very uninterested to correct the wrong and amend the premium and take almost one week to reply to emails. I’m a discovery bank and medical aid client so I expect much better service from discovery insure. I’m very disappointed in their client service.
Thank you for taking the time to share your experience with us. We sincerely regret the frustration and disappointment caused by the lack of clear communication regarding your thatch house insurance and the impact this had on your premium and cashback expectations.
Please message us your policy or ID number so that we may investigate this matter for you.
Regards,
Discovery Insure
Thank you for taking the time to share your experience with us. We sincerely regret the frustration and disappointment caused by the lack of clear communication regarding your thatch house insurance and the impact this had on your premium and cashback expectations.
Please message us your policy or ID number so that we may investigate this matter for you.
Regards,
Discovery Insure
Thank you for bringing your concerns to our attention. We sincerely apologise for the lack of communication and the delays you have experienced. Please be assured that we take this matter seriously and understand your frustration.
We would like to clarify that the thatch cover was ultimately declined because the required risk criteria were not met, based on the information provided in the questionnaire and supporting photographs:
No fire-retardant treatment app**** (while this is not ordinarily required where the distance between the thatch and the boundary wall exceeds 4.5 metres and the structure is less than 300 m², additional risk factors were considered).
No fire blankets installed.
No smoke detectors installed.
The surrounding grounds (up to 25 metres around the building, or to the boundary perimeter where closer) are not adequately cleared of bush and grass, and overhanging trees have not been trimmed.
These factors increase the fire risk significantly, which led to the decision not to proceed with insuring the thatch property.
We acknowledge that this outcome should have been communicated to you sooner, and we regret any inconvenience or dissatisfaction this has caused, especially given your valued relationship with Discovery across other products.
Regarding your premium and cashback percentage: the current 5% applies as your policy includes vehicle cover only. If contents cover had been approved, the applicable percentage would have been 10%.
We appreciate your feedback, as it highlights areas where we need to improve, particularly in terms of transparency and turnaround times. Your experience does not reflect the level of service we strive to provide.
Regards
Discovery Insure
Thank you for bringing your concerns to our attention. We sincerely apologise for the lack of communication and the delays you have experienced. Please be assured that we take this matter seriously and understand your frustration.
We would like to clarify that the thatch cover was ultimately declined because the required risk criteria were not met, based on the information provided in the questionnaire and supporting photographs:
No fire-retardant treatment app**** (while this is not ordinarily required where the distance between the thatch and the boundary wall exceeds 4.5 metres and the structure is less than 300 m², additional risk factors were considered).
No fire blankets installed.
No smoke detectors installed.
The surrounding grounds (up to 25 metres around the building, or to the boundary perimeter where closer) are not adequately cleared of bush and grass, and overhanging trees have not been trimmed.
These factors increase the fire risk significantly, which led to the decision not to proceed with insuring the thatch property.
We acknowledge that this outcome should have been communicated to you sooner, and we regret any inconvenience or dissatisfaction this has caused, especially given your valued relationship with Discovery across other products.
Regarding your premium and cashback percentage: the current 5% applies as your policy includes vehicle cover only. If contents cover had been approved, the applicable percentage would have been 10%.
We appreciate your feedback, as it highlights areas where we need to improve, particularly in terms of transparency and turnaround times. Your experience does not reflect the level of service we strive to provide.
Regards
Discovery Insure