POOR SERVICE DELIVERY/ ASSISTANCE

I'm writing to you today to explain about the bad service received from DISCOVERY INSURANCE consultants. Claim number: ***

I logged a call with DISCOVERY for a 3rd party car insurance claim on the 3rd May. A consultant named Mathapelo Bokaba was assigned to my claim. Till this day, I've never received a call from her with regards to what's happening. I've been calling their call centre, spoke to different consultants with no success. All they say is we sending an email to Mathapelo to call you back which had never happened. I called this morning spoke to a guy named Eli Munneli, the level of service received from this consultant was discourteous. This consultant told me he doesn't know what's happening on my claim, but there's notes on their system. He goes on saying he'll email Mathapelo to get back to me. I asked him about their turn around time which he couldn't confirm. He bluntly told me that he has done his part in assisting me with my query and that he has calls waiting, he'll have to end my call which he did. I want to know, is this the type of consultants DISCOVERY hire to assist customers? Is this how they are trained to assist?? I spoke to the TL Vikesh and he also cannot assist but state that he can see all documents have been received but not processed. Almost a month later and my query hasn't been resolved. Their client bumped my car and this is the service they offering, after giving me a turnaround time of 20 days.

Thank you P Moabelo