Pathetic Service!!

Afternoon Cleopatra,

I am applaud at the quality of service from discovery more particularly the specialist claims team. I am beyond dissatisfied and utterly disappointed at how my claim has been handled from the very beginning.

On the 29th of December 2021, my car was collected and placed on a flat bed after an accident. It was one disaster after another from there on. The first issue

1. I was without a courtesy vehicle for several days also due to an issue from Discovery’s end which left me utterly inconvenienced, you can check the notes and follow up with the relevant teams on your end to find out the exact details.

2. When the car was collected (placed on the flatbed) I filled in a one page document which indicated the particulars of the car and the damage, this document also stipulated where the car would be taken. All this documentation to be referred back to Discovery and then forwarded to the Assessors (NetAssess). Which to my knowledge was not. Which later revealed that neither Discovery nor NetAssess had any knowledge of where my car had been taken, which up until this morning none of the specialist claims assistants knew exactly where my vehicle was.

3. On the 3rd of January at apx 15:00 I received a call from Discovery drive in centre in Sandton regarding me bringing my vehicle in for assessment? How would this even be possible if the car had been placed on a flatbed and taken to a Mysterious Yard that even Discovery can not tell me which yard the car was taken to?? On the 10th of January I was then called again and asked the same nonsensical question, I told the lady that she should know exactly where my vehicle was as this should have been in the notes made with details provided by Discovery, which it was not. At this point in time we have a lost/****** vehicle because Discovery can not account on the location of the vehicle!

4. Monday 24th January I call in to find out what is happening with my claim, there is no sense of urgency to try resolve this instead I am **** to by a claims specialist that she will escalate my concerns which never happened, I indicated to her that my car hire will end on the 5 of February yet I still do not have any feedback from Discovery but they have inconvenienced me immensely!!

I need answers and I do need them immediately because I can’t be paying for a car that is not in my possession and worse of all is no one can give me an exact location of where my car is and what will happen once my car hire duration has ended, is Discovery expecting me to walk in my pregnant state and put my children on my back to get them to school?? Should I go to the police station and report the car missing/****** because Discovery can not give me the exact location of where my car is?? You need to explain because even when I emailed Sindi last week I did not even receive a response/acknowledgment! So I need answers and I need them immediately.

My next step in recourse would be to report the car as missing to the police and Discovery will be held liable for that because as the Insurer who authorised that the vehicle be collected and transported you should know the exact location of my car which you do not!!

I need answers Cleopatra and I need them now!!