No response from Discovery Insure after 2 hellopeter reviews

On the 22 October I wrote a review about Discovery Insure on hellopeter. Discovery Insure's representative phoned me that day and asked me to submit the missing fuel slips to an e-mail address which I did. He said it would take about 3 days to investigate. He also said he would phone back to get a reference number so that he could follow up.

It has been 37 days with no further communication and no phone call from the representative.

I wrote a review for the second time on hellopeter on the 14th of November complaining that there had been no follow up. Discovery Insure's response was:

Good day Neil

Your query has been taken up.

Kindly note more information will be provided to you directly with a way forward.

Regards Discovery Insure

Now 13 days later I have received no communication from Discovery. No phone calls, no e-mails, no text messages. Nothing.

For 8 months in a row my fuel spend has not been captured correctly. I have e-mailed Discovery many times as well as phoned them. Every month I have to scan my VitalityDrive slips and e-mail them to Discovery Insure. Everytime they say they will investigate but nothing happens.

Below is my original e-mail that I posted on hellopeter on October 22:

For the months of April, May, June, July, and August Discovery Insure hasn’t captured my fuel spend correctly. Each time I have had to manually scan and submit my VitalityDrive receipts. I didn’t have all the receipts for the first few months so I lost some cashback then. Later, (about 2 months ago) I called the Discovery call centre and I asked the gentleman why my fuel spend was not going through. He said that they were having problems capturing fuel spend from isolated petrol stations. (This in spite of the fact that I was getting receipts that the fuel spend had gone through). I then pointed out to him that there were 2 different petrol stations for that month that hadn’t captured my fuel spend. He then admitted that there were in fact quite a few petrol stations that Discovery wasn’t receiving accurate data from but that Discovery was working on that. I then asked him why Discovery hadn’t just sent an e-mail to their Discovery Insure clients informing them to keep their slips in case there was a problem and to prevent them from losing out on cashback like I had. He rep**** that it was something that they had suggested to senior management but that they had not taken up their suggestion. Now for the 5th month in a row I am still having to keep and submit my Discovery Insure receipts in order to get my cashback.

Discovery Insure's response:

Good day Thank you for contacting us. Please send us fuel slips for us to manually capture and calculate fuel rewards due. We are currently aware of the issue and management is working towards resolving the matter. We do apologize for the service let down you've been experiencing.

Now for the month of September my fuel slips have still not been captured correctly. So for 6 months management has been aware of and working on this problem but with no success.

The least that Discovery Insure can do is to follow their own call centre's suggestion and send an e-mail to their clients advising them to keep their slips in case the transactions don't go through. Then their clients can scan and send any missing transactions to Discovery so that they can get their cashback.