Pathetic Service

We were burgled and submitted a claim for household contents ****** on the 21/05/2018 to Discovery Insure. Our claim was handled by Jane Legodi on ********** , a claims consultant. The claim was handed poorly from the initial contact with Jane. The claims process was not explained at all to us. We were only requested to submit proof of the items ******, an alarm report and a case number. All required documents were submitted to Jane on the 22/5/2018 and we were only able to provide an evaluation certificate for the jewelry ******. On a previous burglary some years ago we were advised only to keep evaluation certificates for jewelry and not proof of payment for every item in our home. On the 28/5 we received an email stating that our claim has been authorized and all the goods ****** will be replaced by an external company however the remotes ****** were not listed as requiring replacement. Upon investigation by my husband we discovered that our Sony T.V, Garmin watch etc. will be replaced by lower brand names without discussion of this with us. The delivery had already been arranged for these goods. This is unacceptable!!! 4 play station games have been ******, will this be replaced by any games that Discovery chooses?? Why is the list of the replacement goods that will be delivered to us considered as an internal list that we have not had access to? We received an email from the consultant requesting us to get quotes on 2 remotes ******, is this not her job? Today she is not responding to numerous emails and telephone calls from us. We have faithfully paid our account each month and now that our possessions have been ****** we are being penalized for the theft. What ever goods have been ****** should be replaced by the exact same item, this should not be the choice of Discovery or the consultant handling the claim. Your consultants should also undergo customer service training as clearly they do not know how to treat clients in a respectable manner. Undergoing a burglary is traumatic enough but then to still be treated in this manner is really pathetic! We have our medical aid, life policy and insurance with Discovery and let me tell you, the way this claim has been handled its is making us rethink of still keeping these products with you. There are lots of other service providers offering the same products as you, do not treat us as just another number in the system because we will move over to someone else that values our business!