Pathetic service

My husband had an accident on 18/11/2020 and at that time we had two unpaid premuims, thus Discovery did not tow his car. We have been dealing with a Vulindlela Simphiwe Ntsele. He has called me and said multiple things on the last call with me: He first said my policy was not even in place and was only in place on 23/11/2020. When I contested this, he then said actually he can see that the policy was not started on 23/11/2020, then asked if I am aware that when someone has cover with two short-term companies, then the cost would need to be split between the two companies, then he said Discovery would not be paying the claim because the premiums were behind. I asked him to send me this on email, my husband sent him an email requesting for this on email and a letter confirming that they are not paying so that Outsurance can be able to complete the payout on their own. Till today, Vulindlela has not provided this. We asked that he escalates this to his Manager, he said he did but the Manager has not made contact and the name of the Manager was not given to us. Can Discovery stop with the ************ and typical short-term insurance behavior and just send us the letter confirming that they will not pay? We do have lives that are accustomed to having a vehicle, we have no time for this charade! We need to have steps towards moving away from the terrible ordeal we had of the accident.

Send the letter so that reliable Insurers like Outsurance can pay the claim and deal with you later.