Mixed service levels from Discovery Insure

<p>I have had very mixed experiences with Discovery Insure. On the one hand the processed my claim very quickly and the setllement was transferred rapidly. I would certainly stick with them because of this - the car hire benefit has also bee very painless and useful.</p> <p> </p> <p>On the other hand my Claim Administrator was terrible communicating with me on the status of the claim - I must have called the "direct" number 6 times and everytime it was left to go to voicemail. She could not be bothered to get back to me at all this last time via email or telephone. She provided me with a breakdown of the claim which listed:</p> <p> </p> <p>Insured item retail value<br />R 55,000.00<br />Less: Excess<br />R-3,250.00<br />Adjustments<br />R865.50<br />Total indemnity amount payment<br />R52,615.50<br />Settlement amount we will pay to you<br />R52,615.50</p> <p>Given that the excess was paid from the excess funder account I was not sure why this amount was coming off the settlement. I asked the claim admin and she said dont worry this is just the breakdown. This amount was also more than the amount I thought I would get so was quite happy.</p> <p>It then turned out (after much waiting calling the call centre - but the agent was fantastic with clarifying what was happening) that my car was a 2001 model and not a 2000 model and they had made some adjustments for this and took off the installment I should have paid. This is also reasonable had I musled the agent that initially captured the car details but when I signed up I did tell the agent that the car was a 2001, they could not record this on their system as the model and year I specified were not available. So I would like Discovery to clarify what should have been done then if their system was not suitable for capturing my vehicle details, is that my fault? They are welcome to go and listen to the call in which the vehicle info was logged.</p> <p>My main frustration is in the inability of the claim adminsitrator to explain what was going on with my claim and not getting back to me. But thank you to the call centre agent who made the effort to investogate and let me know what was happening. </p>