POOR ORGANISATIONAL SKILLS & USING CHEAP LABOUR FOR ALL REPAIRS

Please stay away for Discovery Insure Please also note - I did try to call and after 25 minutes holding, just thought this would be an easier way to reach you!

My problem with them (DISCOVERY INSURE) started April 2023 already.

Below please see emails where all problems were pointed out and Discovery Insure feedback.

My e-mail yesterday to Discovery April - when everything started...

Discovery chose a panel beater to do repairs on my vehicle.

J&D Coachworks - Montague gardens...(on discovery's books listed as a company that has been screened and that will deliver good service - a company on their books as "preferred supplier"

superior service (end of the day... that is what a paying client expects from a insurance company!)

I already had my doubts as the place looked more like a s**** yard than a panel beater shop.

I left it there and it took Discovery 1.5 weeks to send out an assessor while driving around with a rental vehicle (now I am to blame for the amount of days that I need a vehicle - (you will see it is Discovery's response later on)

They blamed it on load shedding as if the assessors drive around in electric vehicles...

Then they had the audacity to put pressure on the workshop because I had the car hire just for x amount of days.... I went to collect it and noticed that the bumper on the right side has not been fixed...

So driving with the scratched bumper on day 2 drove over a speedbump and the bumper came off (since then the park distance did not work).

I had to go back and forth 4 times all together with no positive outcome.

J&D also told me that the guy that worked on the vehicle has been fired - so very happy that they used my vehicle for training purposes! A lady from discovery did a follow up call to check if I am happy with Discovery's service etc. and after explaining everything in detail... She apologized and was actually speechless and embarrassed... Funny that Discovery's own people and brokers that deal with THEM all apologize for their service AND the lack of it.

Now - once again.... I refused to take it back a 5th time to the same people that couldn't get it right the first time around.... So Farbers Autoworks were appointed. Discovery.... had all the quotes and paperwork from FARBERS on your side....

(I had a funny feeling then already and I did mention it to Roland (Stepp - brokers) that there is a discrepancy between Farbers and Discovery... and that it is going to be a problem). They've approved something different than was discussed and I am the one stuck in the middle...

So I delivered the my Merc to Farbers - Discovery and Farbers told me to on the 3rd of October 2023 - Rental vehicle only for 7 days. last week Tuesday...

By Tuesday the vehicle was still not ready. I am still with the Avis rental and Discovery just refused point blank to extend.

I can't be without a rental vehicle.

I have back-to-back meetings and my diary is filled up.

I kept getting calls from Discovery after asking very nicely to only communicate via E-mail - Cause you know - words get twisted!

That is the reason I work with a broker (STEPP - ROLAND) & still you call me to ask questions and mentioned that they want to resolve it telephonically after I've mentioned how many times that it MUST be e-mail correspondence.

My e-mail to everyone - already had my doubts... On Sat, 07 Oct 2023, 8:39 pm Rico Combrink <***> wrote: Good day to you Please can I ask for confirmation that everything is in order? Monday afternoon by 16h00. Via email - cc'd everyone in this email. I have a mad schedule on Tuesday. I don't want to waste any time driving up and down and end up without transport. Either my vehicle not being ready or extension of the rental not sorted. It happened once before. I don't have the time neither the energy to go through that ordeal again. Regards Rico Combrink

Feedback from broker Roland Perold | Stepp 16 Oct 2023, 09:10 (1 day ago) to Thapelo, me, Bronwyn, Christopher Hi Thapelo Hope you are well. Rico’s vehicle is not repaired yet as we have spoken on the phone on Friday. Bronwyn have sent additional quote for authorization to Christopher. The client can’t be without a vehicle as stressed many times before. You told me after our discussion again that you will discuss with Dumizani as I have explained the situation to you. Your response here would be appreciated. Kind regards

Discovery's feedback this afternoon Thapelo Tshikotshi 16 Oct 2023, 09:04 (1 day ago) to me, Roland, Bronwyn, Christopher Good day, I hope that this mail finds you well. Please kindly return the Avis vehicle. We did not extend it post the 7 days we’ve allocated. Kind regards,

Feedback from Discovery - THIS MORNING Thapelo Tshikotshi 12:06 (3 hours ago) to me, Bronwyn, Roland, Christopher Good day Mr Combrink, I hope that this mail finds you well. The complaint below is noted and is well documented. We noted that the damages to the vehicle was on the front bumper cover We noted that the repairs to the bumper were not done to satisfactory levels. We confirm that we advised you; that procedure dictates that the first repairer should be given a right of response and rectify the repairs they conducted. You refused to return the vehicle to J&D. We appointed Farbers to rectify the poor repair workmanship. You were provided a full 30 day car hire benefit plus an additional 7 days. We recently given you a further 7 day car hire provision for the rectification stage of your claim. Our policy provides you with 30 day car hire, our records show that we offered a total of 44 days of car hire. Our procedure and common business practice; dictates that we would have held J&D accountable for the car hire costs, however; we are not able to approach J&D as they were not offered the right to rectify. Please note that we are not able to extend or offer additional car hire on this case. Kind regards, Thapelo Tshikotshi Motor claims Team Leader Discovery Insure claims Email: *** Office: +***1 1 Discovery Place, Sandton, 2196

SO THE BIG QUESTIONS ARE... WHO IS TO BLAME? DISCOVERY USING SODDY PANELBEATERS TO WORK ON CLIENTS' VEHICLES? ASSESSORS THAT TAKES 11 DAYS TO GO OUT AND ASSESS? OR MUST I AS A PAYING CLIENT JUST SIT AND GET BURNED BECAUSE OF EVERYTHING ABOVE MENTIONED?

Kind Regards Rico