Poor communication and customer service in regards to my claim

I registered my claim on the 10th of January 2023 today is the 23 January and my assessment still is outstanding.

When I registered the claim I advised the consultant I could not drive the vehicle to the DIC due to the vehicle not having a front bumper, if we can arrange for a digital assessment, he books an assessment for me in Benoni and he told me the assessor will contact me on the day of the assessment which was 12 January 2023 I waited the entire day for a call and did not receive one and I had to call in and was told that my assessment was canceled due to no show, I explained to the consultant and he gave me his email to send the pictures.

I get a call later that day stating I missed my assessment and if they rebook which I didn't understand and had to explain everything again they insisted on towing my vehicle which I refused because I did not see a need for the vehicle to be towed has there wasn't anything in my option seriously damaged. They kept insisting stating that the radiation could be leaking or the sump could be damaged but I know the parts of my car and knew the serious problems compared to people who just pretend to scare by stating random things instead of doing proper research on a car before giving facts that will make them seem ***********.

I will call on 13 January 2023 and was told that an assessor will be sent out to check if my vehicle needs to be uplifted on Monday he will contact me, waited the whole day and no one contacted me.

I called on 16 January 2023 to find out what was going on and no one has any idea what was going and is confused about the assessor coming out and kept booking assessments in random places even though I stated that I can not drive the vehicle there but that fell to deaf ears. Things got more complicated from there I was more confused about the assessment being booked in multiple places eventually they arranged for the assessor to come out and view the vehicle on 18 January 2023.

The assessor came and he was a very pleasant person to deal with and explained to him my concerns that your consultant did not take the time to listen to me. He assisted and advised me on a good repair center and stated that he will contact the insurance to let them know to uplift the vehicle to optimize either on 19/20 January 2023.

I received a call later that day and was told that they would arrange for the vehicle to be uplifted on 20 January 2023. I waited on the 20th till 16:00 and received no communication until I called your consultant dropped the line the first time and called the second time and they were surprised that the arrangement was not made and I was transferred to towing to make arrangements which I told them to uplift the vehicle on Monday 23 January 2023 I waited till 13:00 and received no communication.

I called twice, the first consultant I spoke to and explain the situation to blind-transferred me and I was waiting for 10 minutes and dropped the line, and called back for the second consultant to tell me that missed my assessment and if she can help me book my assessment which is frustrating because there should be notes stating the progress yet on your side everything I call I go back to square one. She put me on hold and talks to the consultant dealing with my claim and gets back to tell me she is not sure what caused the delay and what the issue was she apologized which I did not accept because the service up until now is honestly pathetic and I worked in claims so I know how the process works but I received no communication unless I call and tell them it was not done. I don't see how this is my job and my airtime is not free to be kept on hold while they find excuses I spent over R200 calling which I would not reimburse for. She told she spoke to the towing department and they will call me in an hour to make arrangements when asked to speak to a manager because I did not accept the apology because the communication is terrible and someone is not doing their job if there are no updates on my claim, she kept apologizing and did not want to hand the phone over to a manager and I asked for an email and she wanted to provide her email.

I called today at 13:46 and was told that I would receive a call in an hour it is 16:32 and I have not received any call.

I'm only sending this email because if I have to take this up with the ombudsman I need to have stated my concerns to discovery management.

It is sad to see a company that had such amazing service go downhill. It's really sad to engage with some of the staff due to incompetence especially when it comes to listening skills which is the most important thing.

An apology doesn't solve an issue. I want an explanation for these delays because if this is the service I am receiving while my vehicle needs to go in for assessment I might as well ask your assessor to come back and strip the vehicle myself and you can quote and pay me out and I can get it fixed myself because this kind of service doesn't give me any hope with the repairs of my vehicle.

If this is the service I receive now I might as well start looking for a different insurance company

After 4 weeks of back and forth with the consultants and no feedback from my so-claims advisor which is Nikki, I have not received feedback from a single day and have not spoken to him since the claim was registered on 10 January 20233

I have called them continuously to get feedback on my claim and called again today my vehicle was towed a week ago and I have not received any email or SMS to state whether my vehicle has been sent to the Motor Body Repair. I call in to find out they have no feedback and have to call the MBR to find out what is going on only to find out that they were waiting for authorization to repair my claim.

I sent an email to the Manager Amina on 23 January 2023 and still have not gotten any feedback from her.

I am honestly disgusted by the service received from them in the progress of my claim.

I would not recommend Discovery Insured to anyone. I worked in claims and I have never done something like this to customers where feedback was never provided. They should have a set date to provide feedback not wait for a customer to call in to get help.