Poor communication and customer dissatisfaction by Malefetsane Peter Rankhathali and Discovery Insure

Poor communication and customer dissatisfaction

On 24 February, I was involved in an attempted hijacking and Discovery Insure arranged for my vehicle to be towed to the assessment centre. I received a text to let me know that Nelisiwe Nkosi was handling my claim (Claim Number: ***). I sent an email to enquire about the status of my vehicle and what was happening. After no reply, I followed up with another email on 25 February. It was later that day that I was called by Malefetsane Peter Rankhathali, who informed me he is actually assigned to my claim. First, instance of miscommunication. Throughout this time, I would receive emails and/or text messages that provided me with very little detail regarding what was actually happening with my vehicle. It was only after my vehicle was received by the service provider (CK Coachworks Tokia) on 2 March that I had some idea as to where my vehicle was. I later contacted the service consultant at CK Coachworks on 9 March and was informed that my vehicle is currently in the spray bay and my rims sent away for refurbishment. After my contact with Lauren, I was informed that my vehicle would be ready by Friday 19 March. All this while me making numerous calls to CK Coachworks to enquire what was happening with my vehicle as the information provided by Discovery Insure didn’t provide me with much information to go by. I then called to enquire about my vehicle on 18 March, to which I was informed a part needed to be ordered and that the delay was caused by Discovery Insure who approved the purchase of the needed item later than needed. I was then promised by Lauren that my vehicle would be ready for collection on Tuesday 23 March. Noting that this is exactly 1 month that my vehicle has been ‘worked on’ and for which I have already made 2 insurance payments for a vehicle I did not have. On the Morning on the 23 March, I called CK Coachworks as this was my only way in which I was getting accurate information versus the information which Malefetsane Peter has been provided me with.

Later on the 23 March, I received an email from Malefetsane Peter informing me that my vehicle would be ready later that week. I then sent an email to enquire about the miscommunication and incorrect information that was provided. He followed up with a call, where he informed me that my vehicle will be ready later in the week and not on the 23 March as I was promised by CK Coachworks. I became very frustrated and made Malefetsane Peter aware of my frustration and how this has impacted on me being able to get to work the past month without a vehicle. He was adamant that my vehicle was going to be ready later the week. I then called him out, making him aware that I was in contact with CK Coachworks personally because the information which was provided by him on behalf of Discovery Insure was incorrect, lacked detail. He then insisted to prove a point that the vehicle will be ready later the week by calling CK Coachworks while I was on the line. He then became aware that in fact I was correct that the vehicle would be ready later that day and not the incorrect, outdated information he provided me with. I am assuming I was often provided with feedback and updates of the previous week rather than an accurate, real-time account of what was happening with my vehicle. That day, was the last time I heard from Malefetsane Peter. Which was sad, as he had to accept that fact that he provided incorrect information on something as valuable as a vehicle for which I placed my trust into him as a representative of Discovery Insure. The Friday that week, after me having the vehicle for three days already I received a text message from Discovery Insure telling me why vehicle is now ready for collection and I should make my way to the service provider. Please note, yet another incorrect and miscommunication event on the part of Discovery Insure, not the first and definitely wasn’t my last of this information.

Today, 23 April, exactly two months that I have been having these issues and a month after receiving my vehicle I still have not heard from Malefetsane Peter to enquire whether my vehicle is in working order and if I was happy. Not a word, not an email, not even a text message. But, here I want to focus on the poor customer service I have had with Discovery and their assigned service provider (CK Coachworks Tokai). On the 24 March, I informed CK Coachworks that my vehicle is making so much noise, this for a vehicle which is 3 years old with less that 39 000km covered, and that the bumper isn’t aligned correctly. I was asked to return the vehicle to CK Coachworks. This after driving from the Northern Suburbs, where I stay to the Southern Suburbs to have the work done. I arrived at CK Coachworks only to have a mechanic drive with me to which he agreed that there is a problem, and the bumper was aligned. During the month in which my vehicle was at CK Coachworks my vehicle was driven a number of times two very significant trips equalling 80 minutes as per the Discovery Drive App. So I questioned whether my vehicle was ever test driven before I collected it and checked thoroughly. I then had to wait an entire month after numerous calls to CK Coachworks, myself as it seemed that Malefetsane Peter was no longer my claims consultant as I have not heard from him to enquire about the work done on my vehicle for the past month. Eventually, on 22 April, I could bring my vehicle in for the work to be done after they received approval for the claim from Discovery Insure (a whole month later). I was happy to finally have my vehicle back in the state which I had it before I trusted to ensure my vehicle with Discovery Insure. However, I was quickly disappointed when my vehicle was returned to me I now had a scapping in the paintwork in the front of my bumper, and when I later drove the vehicle it seemed to still be making noise. I must be honest for a vehicle that is 3 years old, and less than 39 000km done it is feeling like I am driving a tin, shaking and making so much noise that never happened before the work done by the service provider which Discovery Insure sent my vehicle to. I am so unhappy with the work done on my vehicle and the service as well as communication provided by Discovery. I have recently moved a number of products of mine to Discovery including my household contents insurance and a medical aid and was about to move my investments here too. But this will no longer be the case, I am actually in the process of finding an alternative insurance for my vehicle and products where the customer is valued and respected, and where respect is placed into the products that are insured with them. I am very appalled by the service provided by Discovery Insure and CK Coachworks, because it has impacted on my ability to get to work in a safe manner, and has led to me incurring many additional costs for fuel and calls which is uncalled for in the pandemic which we find ourselves in. I really wish that I was valued, respected and cared for as a customer as I was when Discovery Insure got me to sign up for their insurance product.

Two months later, and I am unsure whether I will ever get my vehicle back in the same condition which it was before my initial (and first) claim with Discovery Insure on 23 February.