Non-existent service

Its going on 7 weeks to have my vehicle returned to me. Discovery's service provider (Jidz) took close on 2 and half weeks to get the vehicle back from the pound. This after all relevant/requested documents were submitted the day after the claim was registered. SAPS confirmed that the paperwork was in order on their part within 2 days. I received a Whattsapp message from Jidz telling me that I need to do what they were contracted to do.

The vehicle was finally booked in with Auto Ross Bodyworks for repair 4 weeks after the incident requiring replacement lock set with keys and some minor panel work (10 Days repair time). Since then its been 2 weeks. 1 week to repair and another week just to get the battery replaced. The battery replacement involved another service provider, Net Assess which brought in another proverbial pillar/post into the blame game. Initially I was told and later Whattsapp messaged by the Repairer to collect the battery and change it. In the mean time the rental vehicle benefit expired leaving the client stranded.

The contents claim aspect was even worse. Again the relevant documentation was provided only to find out almost 4 weeks later that the claim was registered but was "deleted" off the system. The claim was then processed after following up and was authorised for payment within a week. This just goes to show that the service level is just non-existent.

The end result is that from a client point of view, all the requested info was accurately and timeously provided to facilitate the process and the only area that was lacking is on the customer service side. Sadly I would not have associated Discovery with such pathetic customer service being the progressive brand that they are. Using 3rd service providers is a great idea but only when they actually provide that service.