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Tarusha R

1 reviews | Active since May 2016

04 May 2016, 15:02

Pathetic

on 19 April after a small fender bender, my car was taken to Discovery Assessment centre. 20 April 2016 a detailed report with all relevant docs were emailed through and acknowledged by Sinenhlanhla Dhlamini. All was in order and as per her request. Despite many follow ups, I had not received any information on the assessment report. 28 April 2016 I contacted the call centre and was told the assessment report was only submitted on the afternoon of 26 April and my claim has not yet been concluded therefore Technostar was not given the go ahead to start working on my car. 4 May 2016 I contacted the call centre once again after not hearing anything further from Discovery. I was told that Sinenhlanhla Dhlamini was still trying to verify the Accident report number with the police station. my question is then... WHY WAS THIS NOT DONE SiNCE 20 APRIL 2016 ????? WHY HAS IT TAKEN 2 WEEKS FOR A CLAIM TO BE APPROVED?? AS I WRITE THIS REPORT, I RECEIVED AN SMS WITH CLAIM APPROVAL?? MY CAR COULD HAVE BEEN REPAIRED IN THE TIME IT HAS TAKEN FOR AN INSURANCE CLAIM??

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Replies (2)
Discovery Insure
Discovery Insure's reply04 May 2016, 15:41
Official

Thank you for the time afforded.

We appreciate the feedback and apologise for the time it has taken for the claim to be authorised as this has clearly been a frustrating time for you.

Regards,

Sekgobola

Discovery Insure

TR
Tarusha R's update06 May 2016, 10:49
Reviewer Update
So a few minutes after I posted the above review I received a call from a gentlemen from Discovery Insure. I didn't get his name but his number was *** at 17h22. He continued to ask me why I did a hello peter review when my claim was approved earlier in the day and I had already spoken with Biance (Team Leader) who would come back to me with a full report on why the turnaround time was so poor. he questioned how I knew that the confirmation of AR number was only done on the day, and also told me that there was a problem with verifying my previous insurance. this was the first I had heard of this and asked why I was not contacted and told of this problem as I had provided all relevant details including the policy number of previous insurance. he said that it doesn't help that I call Discovery every day and go to their facebook page. So am I supposed to sit back and wait for 2 weeks without a car?? Discovery have portrayed such poor customer service. I called Technostar this morning only to be told that Discovery has emailed the wrong person at Technostar therefore work has not yet commenced on my vehicle. another 2 days lost. I cannot explain my frustration. and the thought that there is ABSOLUTELY no action taken by Discovery taken to better their service after I have so publicly expressed my dissatisfaction.