Nontombi Tsomo

I had a horrific experience to say the least. My vehicle was involved in an accident and I was unfortunate to be assisted by Ms C.D. on the day of the incident. She was very unhelpful and would not respond to my emails or my phone calls I called countless times and spoke to at least 12 different call centre agents all of which would either try to assist me or at least just send a message to Ms C.D. to please contact me or at least respond to my emails, she was extremely unprofessional in the one email she responded in the 30 day period I was trying to get assistance from Discovery. I even requested to speak to the team leader unfortunately this did not happen. Special mention to Nelly and Thami for their assistance. Exactly a month after the accident I called discovery in tears and spoke to Nontombi Tsomo (Ntombi). I do not ever wish such a gut wrenching experience on anyone I felt like every time I needed to get someone to assist me I kept hitting a brick wall I was hopeless and in despair!! Discovery boasts for being "hot in competitiveness" in terms of service delivery. The whole team needs to make sure that happens otherwise it is just "hot" on paper or in the media adverts. Ntombi went out of her way to assist me and my claim was approved the same day I called. She managed to arrange a booking with the panel beaters as well as organise a courtesy vehicle I could use while my baby was being repaired. People like Ms CD are doing a disservice to the company. I have seriously considered changing insurance companies because of the traumatic experience I had as I have no guarantee that I will not be ill-treated by an insurance company that I pay monthly premiums to for the insurance that I will have peace of mind when something goes wrong with my vehicle and I need assistance. I am truly grateful to Ntombi for her professionalism (the respect she showed, her constant updates willingness to provide relevant information regarding the processes that needed to be followed answering any questions I had), passion for her job (it takes passion to take the time to listen to the client and try and understand why 30days later I was still calling discovery for assistance) her level of integrity (not once did she speak ill of Ms C.D. but she assured me she will do her best to assist and take up the responsibility. she took the mess of a claim that Ms C.D was sitting on for a whole month and took it upon herself to ensure that I was assisted) Sadly I cannot be guaranteed that I will always have a Ntombi on the other end of the line the next time I call for assistance and that it will not take me 30 days and shedding tears to have DISCOVERY INSURE listen to me assist me in any way. Disappointed client..