No response from claims department on incorrect claim processing

I have been trying to sort out a claim, ***, since end of last year where the claim excess was incorrectly deducted from my IFA instead of giving me the option to pay for the excess my self. The claim was way less than my excess and due to the full excess deducted from my IFA I have ended up paying R3000 more for the excess than when I would have paid for it my self.

In the last six months I have sent emails, made phone calls to the call centre, left messages and was promised someone will call me back but just nothing happens. I even logged a complaint in Feb 2023 and has not yet received any communication regarding my complaint. Not a confirmation that it was received or any updates on the progress.

When I send an e-mail to the following emails, again on Friday, "***" <***>, ***, ***, "Desmond.Shongwane" <***>, just to again receive a response that my mail was forwarded to the claims department which will get back to me in 72 hours, as if I have't been waiting long enough already, and yet again... no response.

This is absolutely shocking service, which is a pity as my other claims with Discovery Insure has always be handled very professionally.

COMPLAINT: Re: Your claim authorisation -WRefNo#***#- -MailRef#***#-