Lies, Slow Progress, No Communication, Bad Services, Humiliation

<p>I joined Discovery over a year ago and I am claiming for the first time with Discovery and sadly I have a terrible experience.</p> <p>1. I submitted my claim on day of accident, 06 June 2017. My claim was allocated twice to two different people.</p> <p>2. My car was sent the nearest approved Discovery repair centre in Sandton.</p> <p>3. My car assessor was sent and a man phoned me on the 7th looking for my car because he could not find it. I tried to direct him that he is at the wrong place and gave him directions to go the correct place.</p> <p>4. I was given a courtesy vehicle on the same day, though I had to be pushy.</p> <p>5. There was then communication as I was sending accident details and other car details but after I had sent all the information there was silence from the insurance.</p> <p>6. I followed up on the progress of my vehicle and the consultant then told me I need to do a hand sketch as this is the only outstanding thing on my vehicle claim, which I submitted.</p> <p>7. I again followed due to no communication from Discovery, I was then asked for information which I had already provided because the claim was reallocated to another consultant without fail I submitted that information.</p> <p>8. I was also informed that my car still needs to be assessed which obviously concerned me as my car hire days were coming to an end as we approach now month end, but the lady assured me that the car days will be extended. I did not receive correspondence in this regard.</p> <p>9. I then a week later sent an email reminding the insurance that my car days are expiring the following day, I need confirmation that the car hire has been extended but without success.</p> <p>10. I phone the next time and I was speaking to a consultant after no satisfaction, I asked to speak to a supervisor, I was made to hold for almost 40 minutes, after which she dropped the call without any assistance to my concern, neither did she call me back or an email sent, absolute silence.</p> <p>11. Again I sent an email expressing my disappointment of such unprofessional conduct, and further pleaded that I be assisted, absolute silence from the Insurance.</p> <p>12. I followed with another email demand an answer or I will approach a third party. That email earned me a phone call from Discovery Insurance, and I was hopeful as I was promised a minimum of a further 18 days and how they apologise for all the delays they admit were on their side as my car claim was lodged on the 06 June but only authorised on the 29th June. </p> <p>13. I was now settled, but another week went by and I received a call from car hire saying I just return the vehicle or otherwise they will track it and come collect the vehicle hire. I forwarded to the insurance but I received no feedback from the insurance for days of sending emails.</p> <p>14. I called and I would not be assisted except to be kept holding with no success.</p> <p>15. The worst one for me was when now the car hire asked for my location to come collect their vehicle but the insurance kept on telling me that the car hire was extended and I asked for proof because the app tells me otherwise.</p> <p>16. Eventually the car hire was at my office and while on the phone I asked the gentleman to wait a few minutes as I try one last time. He also called the insurance while I was holding and was assisted everytime in less than 5min and told they will jot be extending the car hire.</p> <p>17. On the other hand the same Discovery would be telling me they are extending. After dodging sending me proof they **** to me and said the car hire was for eleven days. I asked where is the proof and why did they not take the car earlier because that had passed already, then they changed and said it was actually until today, they I reminded them that they had said that it would be for at least 18 days and challenged them to play the call and gave them the name of the consultant also.</p> <p>18. After a long conversation with the manager, she asked for an opportunity to conclude so they come back to me same night or first thing in the morning.</p> <p>19. I am now seating again with no communication, even the manager did not keep her word though she also admitted that the service I had received is unacceptable and again I am being harassed but the car hire to retun the vehicle.</p> <p>20. I am disappointed that Discovery has not only given me bad service, **** to me, poor communication , changing personnel and managers on my claim, I am still the one that pays for all that, Discovery is obviously too big to take care of people like to give me reasonable service and be true to what you said.</p> <p> </p> <p>I actually threatened to write on this platform but nothing changed as I that one customer is not at all important to Discovery Insurance.</p>