Pathetic experience with Discovery Insure.

I am having a pathetic experience with Discovery Insure. I am still struggling.

Claim number : ***.

Chain of events on Discovery Insure’s incompetency, lack of service and pro-activeness:

1. I was met with a hit and run incident on Saturday 4th June 2022, wherein the claim was logged and my car was towed to Auction Nation Sandton, Discovery Insure’s holding area 2. I called Discovery Insure number (***) on Tuesday 7th June 2022 to ask them on what's happening on the claim. The call centre agent said they will assign an assessor and we will receive more details after the assessment. The assessment on the car was booked for Wednesday 8th June 2022 3. I get a call from the assessor on Wednesday 8th June 2022. He said to me that he will be sending the car for repairs at RenewIT Rivonia. I thanked him for his promptness. Little did I knew how bad it’s going to be. 4. On Tuesday 14th June 2022, I called up RenewIt Rivonia to get a status on the repairs. They informed me that the car never came in. I called up Discovery Insure call centre, where they informed me that the claim was not authorised and they will authorise it asap and tow the vehicle to RenewIt Rivonia later during the day. It’s painful that the authorisation was done a week after the assessor submitted his assessment and only after I informed them. The car was at Auction Nation all this time. 5. I called up RenewIt Rivonia on Wednesday 15th June 2022, still the car was not towed to them. I called up Discovery Insure again but after listening to their waiting music for hours I gave up for the day. 6. Thursday 16th June 2022 being a public holiday Discovery Insure call centre was closed or I didn’t get through again. I called up RenewIt Rivonia, still they don’t have the car. 7. On Friday 17th June 2022 I checked Discovery’s website to get the status on the claim, wherein I noticed that the car was sent to RenewIt Sandton. Remember it was supposed to be taken at RenewIt Rivonia. I then called up RenewIt Sandton to confirm if they have my car with them, but they said they don’t. At this point no one has any idea where the car is. But a nice lady from RenewIt HQ assured me that she will follow up on Monday next week 20th June 2022, and will help me out. At this point I was praying. 8. Today, 20th June 2022, the nice lady from RenewIT HQ kept her promise and did figure out where the car is. It is still at Auction Nation Sandton. This was confirmed by Auction Nation Sandton’s representative over a conference call.

After more than 2 week after multiple call following up my car is still at Discovery Insure’s holding bay. All this time I was never contacted by anyone from Discovery Insure, always me following up. This is not what I expected from my insurer. Please sort this out. ASAP