Mismanagement and Miscommunication of Claims Process

I am writing to express my extreme dissatisfaction with the recent developments regarding my claim and the handling of the car rental situation. It is truly disheartening that I found myself inconvenienced due to an error made by an unknown individual within the claims department as per Claims consultant, Dineo Mohloiwa.

To provide context, my vehicle was involved in an accident and as a result I was using a hired vehicle from Avis. I received an unexpected email iinstructing me to return car by the next day 18 Aug on Thursday the 17th. This abrupt change contradicted the prior communication I received from Avis, confirming the return date as August 23rd. I did not initiate any extension directly with Avis; it was orchestrated on Discovery's end.

The lack of coordination and communication between departments is concerning. I was operating under the timeline communicated by Avis and found myself bearing the burden of an issue that occurred due to the miscommunication between the claims departments. This situation is entirely unacceptable, and I strongly believe that the responsibility for this error should lie with those handling it on Discovery's side.

Furthermore, the handling of my claim by Claims consultant, Dineo Mohloiwa was been far from satisfactory. The process has been needlessly protracted, requiring consistent follow-ups on my part. Regrettably, my attempts to obtain updates were met with silence, prompting me to dedicate nearly two hours on the phone on the 8th of August in an attempt to resolve my car rental predicament. Only after involving another representative was my car rental extended only for the said extension to be cancelled abruptly on the 18th of August. Moreover, payment for my payout was only initiated on the 8th of August after spending my day calling the claims requiring updates when investigations were completed on 26 July, with the agreement of loss was sent 6 working days later on the 3rd of August for no real reason which I then sent back on the 4th of August only to be met with silence until I called discovery on the 8th. Throughout the process I have had to follow up with Dineo who was for the most part largely not responsive.

I emailed *** who is the manager of Dineo Mohloiwa, the claims consultant who was handling my case, and have recieved no response and no one taking full accountability for the mismanagement of my claim and the subsequent inconvenience caused along with a comprehensive review of the handling of my claim.

The customer care has been incredibly frustrating and pretty much non-existant. I moved from another insurer to Discovery and the difference in customer care is gulfs apart, I will be shopping around for alternative insurer.