Misleading service

Complaint – Misleading and Poor Service Regarding Water Leak Claim

Discovery Insurance,

I am writing to formally lodge a complaint and warnother regarding the handling of my recent claim involving a water leak reported on 14 May 2025.

On the evening of 13 May, we heard the sound of running water and immediately reported the issue the next day. Discovery promptly sent a plumber to assess and repair the problem. However, after the initial repair, the sound of running water persisted. We were later informed that the leak was under our Lapa.

An assessor was dispatched, who advised that we would need to submit a second claim and pay an additional access fee—despite this being the same unresolved issue. After much discussion, Discovery agreed to continue the repairs under the original claim.

Due to the inability to locate the exact leak, the pipe was rerouted. Yet again, after turning on the main water line, the water was still running. Frustrated, we were told that work would be paused pending a damage report. On 22 May, the plumber returned and rerouted the pipe from the meter to the house. Shockingly, that same day, I received an email from our broker informing us that the claim had been rejected and the work would be for our own account.

I would like to highlight the following concerns:

The plumber was appointed by Discovery, not by us, yet we are now expected to cover the costs without prior agreement.

At no point was it communicated that the return of the plumber would be at our expense. If I am responsible for payment, I should have had the right to choose the service provider.

Communication and transparency throughout this process were poor. Decisions were made without my consent and were only communicated after the fact.

The statement that Discovery would “plug the pipe and walk away” is not only unprofessional but deeply unsettling coming from a company that claims to provide support during difficult times.

This experience has left us feeling misled, unsupported, and financially burdened. Discovery’s actions show a clear lack of accountability and client care. Rejecting the same claim twice, despite it being a continuation of the same issue, seems more like an effort to avoid responsibility than a fair assessment