No service delivery from Discovery Insure

IS THERE AN OPTION TO GIVE NO STAR AT ALL FOR SERVICE??

Coming home after our December holiday,to a house we have just moved into three week prior, we found that a pipe in the downstairs bathroom had burst and flooded half our house (the bathroom, 3 bedrooms, the study and our linen cupboard).

Being a family of 5,this incident has caused us to all sleep together in one bedroom since all the other rooms were flooded.

Yesterday marked A MONTH since we lodged the insurance claim with Discovery Insure. A month of experiencing THE WORST POSSIBLE SERVICE I have ever encountered. First,we had to wait almost a week before Discovery gave the go ahead for the soaked carpets to be removed (causing a massive health risk to my three small children!) and then yet another two weeks before all the soaked cupboards were finally removed (this causing the cupboards to get even more damaged,because all this time it has been standing on the wet cement floor,with the moisture rising higher and higher into the cupboards. When it was finally removed,a thick layer of mould had already formed on the walls behind the damaged cupboards.

Apart from the structural damage and the utmost slack it has been dealt with,we had to continually email,call and try and contact Discovery in order to get an assessor appointed to asses the damage to our household goods. When the assessor finally arrived (three weeks after the incident!),we were told that they couldn't assess all the electronics that was damaged and so we had to AGAIN request Discovery to appoint an electrical assessor. Being promised by the assessor that Discovery would give us feedback on the replacement pay-out of our damaged goods within a week,it has now already been more than two weeks,without this matter being finalised. All our electronics were deemed to be damage beyond repair and written off. We have up to now not received ANY FEEDBACK from Discovery regarding the payout to replace these items. This has caused me to have to work using my cellphone as my laptop was also written off. This,together with the fact that I CONSTANTLY try to contact Discovery,without anyone picking up,and with my airtime running out,several times now,has led to a SERIOUS decrease in productivity in my work.

In what world is this type of service delivery acceptable??? The Discovery agent appointed to our claim has not been responding to ANY of our calls or emails. When I try and call the customer call line,I am forced to hold for extended periods of time and then,when someone finally does pick up the phone,I was put through to the wrong department or the wrong person, even though I did provide the first person with my personal and the claim details. If it was my voice on the automated line saying "we apologise for the delay,we kindly request for you to stay on the line. One of our skilled consultants will be with you shortly.", I would seriously ask Discovery to re-record it so that I would not be associated with such an outright lie. For not only will NO ONE pick up anytime soon,but NO employee at Discovery I have dealt with over the last month seems to be anywhere near "skilled".

Can it really be that Discovery has NO standards or procedures or do they just not care enough about their customers to follow it??