Poor service and feedback, long delays
Since my vehicle incident on the 13th of August 2022, I have received truly bad service from Discovery.
The incident occurred on the 13 of August 2022 I immediately submitted the claim and requested my vehicle be towed to the panel beaters.
My vehicle was eventually towed to Centurion Panel Beaters on the 18th of August 2022, after I had to call Discovery and inform them that my vehicle has not yet been collected.
On the 24th of August, I was informed that Discovery was waiting for my assessment. After I had to contact them and tell them that their towing service provider delivered my vehicle to their repairer.
On the 30th of August, I received the outcome of my claim and that the service provider have been authorised to proceed with repairs.
On the 5th of September Lesego from Discovery notified me that she fas following up on the claim as the repairs would have taken 5 days.
On the 8th of September, I requested feedback on when my vehicle will be ready for collection.
On the 20th of September, Lesego from Discovery notified me that the supplier is still waiting for parts. (After I contacted Discovery)
On the 20th of September I thanked Lesego for the update and notified her of the vehicle rental period coming to an end and that I was unhappy with the long repair process. The ETA of completion date was changed to the 26th of September 2022.
On the 26th of September I followed up at what time I’ll be able to collect my vehicle, and informed Discovery that my vehicle rental period is coming to an end on that day.
On the 26th of September, Lesego from Discovery notified me that the supplier is still waiting for parts. and the ETA was once again changed to the 30th of September 2022. No reference was made to the rental car and no instruction was received to return the vehicle or if any plans will be made due to the extremely long waiting period.
Despite the ETA stating the vehicle will be ready on the 30th of September, I waited until the 4th of October to follow up, with no response from Discovery.
I was eventually informed that my vehicle was ready for collection on the 6th of October 2022, almost 2 months after the incident.
Upon inspection, there were numerous items not repaired and the vehicle could not be accepted.
In the interim, no arrangements have been made regarding the rental vehicle, no response is being received from Discovery, and no ETA is given on when the vehicle will actually be repaired.
I believe that I will most probably be charged by AVIS for the additional rental days, and an overdue fee due to non-communication from Discovery and non-actionable instructions being followed.
I am truly unsatisfied with the level of service delivered by Discovery, and their chosen service provider, Centurion Panel Beaters. I have very little reason to continue my insurance profile with them and would advise that the necessary homework be done by individuals prior to choosing them to protect and insure their assets. Discovery Insure marketing is fantastic, and I will gladly award 5 stars, but when it comes to providing service and feedback, they are found wanting.
Unfortunately, I have not received a call, a mail or a message today informing me that my vehicle is ready for collection, or that there were further delays. Since it is close of business soon, I expect that my vehicle will once again not be ready for collection.
The panel beater informed me on the 6th of October, after repairing the vehicle to a shockingly low standard, that the incomplete repairs will take 2 days to authorise and 1 day to install, which shifted the new date of completion to the 11th of October. It is now the 20th of October and no end is in sight for my vehicle to be completed. Furthermore, zero attempts has been made to inform me of the delays. The level of customer service experienced from Discovery Insure is by far the worst of all the insurers I have been with.
Unfortunately, I have not received a call, a mail or a message today informing me that my vehicle is ready for collection, or that there were further delays. Since it is close of business soon, I expect that my vehicle will once again not be ready for collection.
The panel beater informed me on the 6th of October, after repairing the vehicle to a shockingly low standard, that the incomplete repairs will take 2 days to authorise and 1 day to install, which shifted the new date of completion to the 11th of October. It is now the 20th of October and no end is in sight for my vehicle to be completed. Furthermore, zero attempts has been made to inform me of the delays. The level of customer service experienced from Discovery Insure is by far the worst of all the insurers I have been with.
The vehicle repair on the surface was satisfactory, however the badges where once again stuck to the vehicle in random positions based on the creative freedom of the panel beater. Luckily they were able to rectify this after I showed them where badges needs to be installed and that the position is not arbitrary.
After leaving the panel beaters, I realised that the number plate lights were not repaired and the old units were merely fitted into the new boot without checking if they were working. I will replace the light globes to see if it rectifies the error message, otherwise the vehicle will be returned to replace the light fittings and/or check the wiring.
All in all, I ask that Discovery Insure regard the following feedback.
1. Communication is essential and prevents unnecessary uncer*****y, especially regarding estimated date of completion, parts availability and giving clients options in the event of delays.
2. The elected service provider remains the responsibility of Discovery until the claim has been settled. If a service provider is recommended, I except that their level of service is of a high standard, that they are fami**** with the vehicle standards, and that they are able to repair a vehicle in a manner of excellence expected from Discovery.
I am of opinion that Discovery Insure has to review this claim, a claim that took almost 70 days to complete, learn from their mistakes, educate their representatives, investigate their service provider and strengthen the identified areas of weaknesses to avoid future incidents that place the quality of their brand in question.
Regards
The vehicle repair on the surface was satisfactory, however the badges where once again stuck to the vehicle in random positions based on the creative freedom of the panel beater. Luckily they were able to rectify this after I showed them where badges needs to be installed and that the position is not arbitrary.
After leaving the panel beaters, I realised that the number plate lights were not repaired and the old units were merely fitted into the new boot without checking if they were working. I will replace the light globes to see if it rectifies the error message, otherwise the vehicle will be returned to replace the light fittings and/or check the wiring.
All in all, I ask that Discovery Insure regard the following feedback.
1. Communication is essential and prevents unnecessary uncer*****y, especially regarding estimated date of completion, parts availability and giving clients options in the event of delays.
2. The elected service provider remains the responsibility of Discovery until the claim has been settled. If a service provider is recommended, I except that their level of service is of a high standard, that they are fami**** with the vehicle standards, and that they are able to repair a vehicle in a manner of excellence expected from Discovery.
I am of opinion that Discovery Insure has to review this claim, a claim that took almost 70 days to complete, learn from their mistakes, educate their representatives, investigate their service provider and strengthen the identified areas of weaknesses to avoid future incidents that place the quality of their brand in question.
Regards