1 reviews | Active since Jan 2012
POOR CUSTOMER CARE SERVICES - DISCOVERY CAR INSURANCE
I am very frustrated with how Discovery has handled the whole process of my claim, I have sent them many emails and called them several times with the hope that they will respond but they never did. It has been more than a month my car has not been fixed and it is not my fault nor the panel beater’s fault.
Discovery took more than a month to authorize my claim. Discovery does not want to take accountability of this situation. I have been sent from pillar to post I have been phoning for days ; I have been sending emails the specialist assigned to handle my claim will just ghost me.
The last time I spoke to the specialist she promised to extend my car rental as it was Discovery’s fault that my car has not been fixed but she never came back to me. Now I am stranded I have no car and I have no clue what is going on. This situation has affected me at work.
On 2 March 20203 in the morning, I got involved in a car accident and I registered my claim I furnished Discovery with all the necessary documentation it took their assessors more than 10 days to assess my car.
On 13 March 2023 I was notified by Discovery that my car was assigned to Paramount on that same day I phoned and asked Discovery to change the panel beater due to bad experience and reviews.
On 15 March I emailed the specialist again and I asked her why it was difficult for Discovery to change the panel beater because they are supposed to have a list of reputable panel beaters that they can choose from I needed to know what the cause of the delay was.
On the 17 March 2023 I phoned again following up on the claim I could not be given any answers as I was not allowed to speak to the specialist directly. I have also asked the consultant what will happen if this delayed process exceeds the rental period of the car - and I was assured that the matter will be taken care of and in an event where Discovery is at fault in terms of delaying the process of my car then Discovery will extend the car rental. The specialist responded and told me that my car was sent to Autosmart.
It took Discovery more than 10 days to re-assign my car to another panel beater I only got the confirmation from Autosmart on the 29 March 2023.
On 31 March 2023 I was notified by Autosmart that I have cancelled them – Discovery did not even have the curtesy to inform me about that. I phoned again but I was not given any answers that were satisfactory as I could not get hold of the specialist that is dealing my claim.
On 3 April 2023, the specialist dealing with my claim phoned and informed me that the issue or the confusion between Autosmart and Discovery has been rectified and promised to sort the issue of the car rental. She also promised to find out for me how long will it take to fix my car but she never did.
I last heard from the Specialist on 3 April 2023, she is not responding to any of my emails. Now I am stranded with no car and I do not know what to do.
This is a clear indication that Discovery doesn’t care, and I do not deserve this terrible treatment, when I paid for the insurance, I did not want to be frustrated and I did not want to struggle and by the look of things Discovery added the whole bucket of salt in my wound instead of making things be
48 hours passed with no feedback on the matter I had to remind them again on 7 April 2023. On 8 April 2023 I received an email stating that the car hire will be extended for 7 days instead of 10 days and I rep**** the same day asking for the justification of 10 days I did not receive any response.
On 11 April 2023 at 8:00 to be specific I have phoned Discovery Insure several times with no response and I sent them a follow-up email at 9:01. I received an email at 10:02 stating that Discovery concluded on 7 days extension for the car hire based on the timeline and that was it.
It must be noted that even though Discovery claimed to have extended the car hire I never got any confirmation from Avis, I normally get a message from Avis as soon as the reservation has been made. I have been **** to again.
I am still stranded and frustrated I am still in the dark - I think it is a norm at Discovery to just ignore people when they are needed the most.
48 hours passed with no feedback on the matter I had to remind them again on 7 April 2023. On 8 April 2023 I received an email stating that the car hire will be extended for 7 days instead of 10 days and I rep**** the same day asking for the justification of 10 days I did not receive any response.
On 11 April 2023 at 8:00 to be specific I have phoned Discovery Insure several times with no response and I sent them a follow-up email at 9:01. I received an email at 10:02 stating that Discovery concluded on 7 days extension for the car hire based on the timeline and that was it.
It must be noted that even though Discovery claimed to have extended the car hire I never got any confirmation from Avis, I normally get a message from Avis as soon as the reservation has been made. I have been **** to again.
I am still stranded and frustrated I am still in the dark - I think it is a norm at Discovery to just ignore people when they are needed the most.