RM
Roan M
1 reviews | Active since Jun 2011
28 Aug 2020, 09:48
Platform/technical issues let the whole offering down
I recently spoke to Meshen Chetty and although he was courteous and tried to help, the platform is really what let's the whole Discovery Insure proposition down. Shortly after I joined, they updated the entire points system and therefore the app. There was a period of around a week where there was simply no data in my app and I had to phone back a few times to confirm that everything was still tracking. Following that there are inconsistencies in the scoring that I have actually given up on trying to unpack and adjust. My status has been wrong since I joined. Now this month my fuel spend has not tracked into the system despite me having swiped my card at a BP service station and I have shared the resulting receipts with the Insure team via email and 3 days later no response. Was also told that I need to go back to a Tiger Wheel & Tyre to get another card as mine seems to be faulty (I only got it last month!) Quite frustrating and I will be calling the call centre AGAIN today to try and get this resolved. Just hoping the rest of the bugs normalise in the next month...
Helpful (0)
Replies (2)0
Replies (2)
Discovery Insure's replyOfficial
28 Aug 2020, 11:59Good day Roan
Thank you for raising your concerns.
We are looking into the matter and a resolution is underway.
Apologies for any inconvenience caused.
Regards
Discovery Insure
Thank you for raising your concerns.
We are looking into the matter and a resolution is underway.
Apologies for any inconvenience caused.
Regards
Discovery Insure
Discovery Insure's reply28 Aug 2020, 11:59
Official
Good day Roan
Thank you for raising your concerns.
We are looking into the matter and a resolution is underway.
Apologies for any inconvenience caused.
Regards
Discovery Insure
Thank you for raising your concerns.
We are looking into the matter and a resolution is underway.
Apologies for any inconvenience caused.
Regards
Discovery Insure
RM
Roan M's updateReviewer Update
15 Sept 2020, 13:05Discovery Insure's initial response was great! The very next day after posting this review a gentleman by the name of Thami Masina called me, apologised for the inconvenience of the issues I was experiencing and explained that this was due to a new app launch and platform upgrade on their end so not all data was tying together but in fact all data was still very much there. So more of a dashboarding issue than a core system issue. Good to know.
He informed me that the development team were actively working on the matter and hoped to have it resolved soon. Thami even shared his personal email address with me and I then shared a number of screenshots from the website and both the Discovery & Insure apps showcasing the discrepancies. I was confident things were looking up & was lookgin forward to updating this review with a 5 star for customer service...
Fast forward nearly 3 weeks and I haven't heard a peep from Thami, even having sent numerous follow-up emails. The data issue is still exaclty as it was before (showing blue status in the Vitality app, gold status in the Insure app & different points, qalifying spend and cashback calculations depending on which dashboard I am looking at)
I have since also spoken to a few call centre agents that just pass you between the different divisions - "Sorry sir, I can't help you I'm from the Vitality Drive team, for Insure cashback you'll need to speak to the Insure team" Vitality Drive is the programme Discovery offers on top of the Insure product - how can the two be different company divisions? I thought the whole point of Discovery was to get benefit out of linking multiple products to a single family profile!?
Now I have to phone multiple departments (because nobody gets back to me on email) follow the annoying tele-prompter to navigate the confusing menu system, hope I don't get cut off in the process, insert my ID number somewhere along the line, only to have the phone answered and the service agent says "Can I please have your ID number..." 0_0 And then when transferred to another department, the whole thing starts again. Beyond frustrating!
I'd suggest the Discovery CEO try and phone into his own call centre once in a while...
He informed me that the development team were actively working on the matter and hoped to have it resolved soon. Thami even shared his personal email address with me and I then shared a number of screenshots from the website and both the Discovery & Insure apps showcasing the discrepancies. I was confident things were looking up & was lookgin forward to updating this review with a 5 star for customer service...
Fast forward nearly 3 weeks and I haven't heard a peep from Thami, even having sent numerous follow-up emails. The data issue is still exaclty as it was before (showing blue status in the Vitality app, gold status in the Insure app & different points, qalifying spend and cashback calculations depending on which dashboard I am looking at)
I have since also spoken to a few call centre agents that just pass you between the different divisions - "Sorry sir, I can't help you I'm from the Vitality Drive team, for Insure cashback you'll need to speak to the Insure team" Vitality Drive is the programme Discovery offers on top of the Insure product - how can the two be different company divisions? I thought the whole point of Discovery was to get benefit out of linking multiple products to a single family profile!?
Now I have to phone multiple departments (because nobody gets back to me on email) follow the annoying tele-prompter to navigate the confusing menu system, hope I don't get cut off in the process, insert my ID number somewhere along the line, only to have the phone answered and the service agent says "Can I please have your ID number..." 0_0 And then when transferred to another department, the whole thing starts again. Beyond frustrating!
I'd suggest the Discovery CEO try and phone into his own call centre once in a while...
RM
Roan M's update15 Sept 2020, 13:05
Reviewer Update
Discovery Insure's initial response was great! The very next day after posting this review a gentleman by the name of Thami Masina called me, apologised for the inconvenience of the issues I was experiencing and explained that this was due to a new app launch and platform upgrade on their end so not all data was tying together but in fact all data was still very much there. So more of a dashboarding issue than a core system issue. Good to know.
He informed me that the development team were actively working on the matter and hoped to have it resolved soon. Thami even shared his personal email address with me and I then shared a number of screenshots from the website and both the Discovery & Insure apps showcasing the discrepancies. I was confident things were looking up & was lookgin forward to updating this review with a 5 star for customer service...
Fast forward nearly 3 weeks and I haven't heard a peep from Thami, even having sent numerous follow-up emails. The data issue is still exaclty as it was before (showing blue status in the Vitality app, gold status in the Insure app & different points, qalifying spend and cashback calculations depending on which dashboard I am looking at)
I have since also spoken to a few call centre agents that just pass you between the different divisions - "Sorry sir, I can't help you I'm from the Vitality Drive team, for Insure cashback you'll need to speak to the Insure team" Vitality Drive is the programme Discovery offers on top of the Insure product - how can the two be different company divisions? I thought the whole point of Discovery was to get benefit out of linking multiple products to a single family profile!?
Now I have to phone multiple departments (because nobody gets back to me on email) follow the annoying tele-prompter to navigate the confusing menu system, hope I don't get cut off in the process, insert my ID number somewhere along the line, only to have the phone answered and the service agent says "Can I please have your ID number..." 0_0 And then when transferred to another department, the whole thing starts again. Beyond frustrating!
I'd suggest the Discovery CEO try and phone into his own call centre once in a while...
He informed me that the development team were actively working on the matter and hoped to have it resolved soon. Thami even shared his personal email address with me and I then shared a number of screenshots from the website and both the Discovery & Insure apps showcasing the discrepancies. I was confident things were looking up & was lookgin forward to updating this review with a 5 star for customer service...
Fast forward nearly 3 weeks and I haven't heard a peep from Thami, even having sent numerous follow-up emails. The data issue is still exaclty as it was before (showing blue status in the Vitality app, gold status in the Insure app & different points, qalifying spend and cashback calculations depending on which dashboard I am looking at)
I have since also spoken to a few call centre agents that just pass you between the different divisions - "Sorry sir, I can't help you I'm from the Vitality Drive team, for Insure cashback you'll need to speak to the Insure team" Vitality Drive is the programme Discovery offers on top of the Insure product - how can the two be different company divisions? I thought the whole point of Discovery was to get benefit out of linking multiple products to a single family profile!?
Now I have to phone multiple departments (because nobody gets back to me on email) follow the annoying tele-prompter to navigate the confusing menu system, hope I don't get cut off in the process, insert my ID number somewhere along the line, only to have the phone answered and the service agent says "Can I please have your ID number..." 0_0 And then when transferred to another department, the whole thing starts again. Beyond frustrating!
I'd suggest the Discovery CEO try and phone into his own call centre once in a while...