Lackluster approach to handling claims and lack of communication

I joined Discovery Insure (Discovery) under the allure of zero excess on my car insurance and cash back on my petrol spend when refuelling at certain petrol stations. For the most part I had no issues with Discovery until it was time to claim. I submitted a claim online during November 2023 which was handled by a claims handler who quite frankly dragged his feet from the inception of the claim and throughout the claims handling process. I struggled to get any feedback from my claims handler and when I did get feedback it was an automated response of communication which I already received from the panel beater and/or vehicle rental agency. Needless to say, I indicated this much to my claims handler’s manager when requested to provide feedback on their service but this appears to have been a fruitless exercise because the lackluster approach continued throughout (to this day). This lack of communication from Discovery has led to what can only be described as a nightmare with Avis. Firstly, it is relevant to mention that Avis is the rental vehicle agency chosen by Discovery and as such was a third-party provider which was not my provider of choice. Upon being presented with the option of a rental vehicle I was not initially informed of the “holding deposit” of R2000.00 which I would be required to pay upon receipt of the vehicle (which collection took place at the panel beater). This information should have been communicated by Discovery prior to any contact being made by Avis. Nevertheless, I was assured by the Avis agent/driver that the “holding deposit” would be exactly that, a deposit which would be held by Avis while the vehicle is in my possession and I was reassured by the agent/driver who delivered the vehicle that it is rare that deposits are not returned to clients, that deductions are made pro rata to petrol consumption, damages to the vehicle etc. Subject to the reassurance from this Avis agent/driver, I acquiesced to the deposit payment expecting the repayment upon return of the vehicle. It is worth mentioning that I received the rental vehicle from Avis on 23 January 2024, which rental booking was initially approved for 8 days until 31 January 2024 at 09:00. However, given that the panel beater’s turnaround time on repairs to my vehicle was extended, the rental vehicle period was extended to 7 February 2024 at 09:00. Leading up to the extension deadline my vehicle was not yet ready for collection and I contacted Avis who indicated that there would be penalties for not returning the vehicle on the date and at the time to which the turnaround time was extended. In light of my obvious reluctance to be liable for penalties, I arrived at the panel beater much earlier than 09:00 on 7 February 2024 in order to return the rental vehicle (even though I had not been informed whether or not my vehicle is ready) and waited for the repairs on my vehicle to be finalised on the day (7 February 2024) after having been told by the panel beater that my vehicle was almost ready. Notwithstanding the fact that the repairs on my vehicle were not done by the time that the rental vehicle had to be returned, I was informed that returning the vehicle at any later time or date would lead to the incurring of penalties unless the rental vehicle period was once again extended (this was after the panel beater contacted Avis telephonically to inquire into whether I can return the vehicle later that day and was informed that there is a driver in the area who would be collecting the vehicle roughly at the time that the delivery was due at 09:00 or shortly thereafter and as such I cannot return the vehicle any later). Accordingly, I returned the vehicle to the panel beater (who works in partnership with Avis) before 09:00 on 7 February 2024. While waiting at the panel beater almost the entire day for the repairs on my vehicle to be completed, I neither saw nor was informed of a driver who collected the Avis rental vehicle and there was certainly no request from anyone to do a post-rental inspection of the rental vehicle which I maintain had no damages when I returned the vehicle on time on 07 February 2024 (before 09:00), to the place of collection (the panel beater who works in partnership with the panel beater). On or about 8 February 2024 (a day after the return of the rental vehicle), I was contacted by Avis and informed that there were damages on the vehicle and that my holding deposit will be utilised to deduct the amount of the damages. I immediately placed it on record by way of telephonic conversation on or about 8 February 2024 and by way of email correspondence on or about 12 February 2024, that the vehicle was returned to the panel beater in the same condition that it was provided to me and that I accept no liability for any damages caused to the vehicle, given that I caused no damage to the vehicle. I indicated to an Avis representative that any alleged damages to the vehicle must have occurred either/or: before I received the vehicle; after I returned the vehicle to the panel beater’s premises while it stood at the panel beater before collection; by their driver who collected the vehicle from the panel beater or in another way by someone else. Further, I indicated to Avis that I was not present at the post-rental inspection which is the only way that Avis could have even started insinuating that I caused any damage to the vehicle which I fervently deny. I was told that my complaint would be investigated, however it would appear that this supposed investigation merely entailed sending me photos of damages on the vehicle that I had never seen and this was apparently the end what was clearly a sorry excuse for an investigation. Avis indicated that the rental vehicle “remains the sole responsibility of the renter until such time that it is handed over to the Avis representative”, however I handed over the keys to the panel beater (who works in partnership with Avis) as requested to avoid penalties. Essentially Avis is saying that I either had to incur penalties for the late return of the vehicle or I have to stand there and wait for the vehicle to be collected (which according to the photos of the damages which was taken at the panel beater, was a day after I returned the vehicle on 7 February 2024). This is absolutely absurd. On or about 22 February 2024, I received a damage report and quotation which indicated that the repairs amount to R2 200.00 and was told that my deposit would not be returned due to the damages exceeding my deposit amount. On 26 February 2024 an invoice amounting to R4 036.54 was sent to my next of kin contact (which Avis never even attempted sending to me) and on the same day another R2000.00 was debited to my account without my consent. Further to the above and apart from wrongfully denying me from the repayment of my holding deposit less the petrol consumption (which according to an invoice amounts to R222.61 for fuel) and etoll fees (which was roughly R77.81), I was charged another R2000.00 on 26 February 2024 as indicated above which was debited to my account without my consent. This notwithstanding the fact that there is a dispute surrounding the damages which should be properly investigated and resolved before Avis can even start withholding my deposit, not to mention debiting my account with more fees without my consent. It is also worth mentioning that the photo of the alleged damages which I am being blamed for is a small scratch on the front spoiler of the vehicle. The actions of Avis have been and continues to be completely wrong, inappropriate and have in fact been borderline ********, wrongfully withholding my deposit and further withdrawing funds from my account without my consent. I have requested the details of the relevant individuals from Avis’s dispute resolution department but this request has been blatantly ignored. If I cannot resolve this issue internally with Avis and in a speedy manner, I will have no other option but to seek external remedies to resolve this dispute. What is most alarming about my entire experience is that throughout the entire dispute process, not once has Discovery assisted me with same dispute. Discovery has not contacted me to follow up on my claims experience nor have they been involved in the vehicle rental process apart from forwarding my details to Avis. The customer service from Discovery has truly been horrible and dealt with in such a negligent manner without applying any due diligence. As a client (clearly not a valued one) who has my vehicle and household contents insured with Discovery, I am definitely going to seek a new insurer. They say there is zero excess on claims but this process has taught me that you really end up paying for it like I have had to (to the tune of R4000.00 and my peace of mind).