Poor Service delivery/lack of service received from Discovery (Claim ***)

My claim has been logged on the 23rd of December 2022 and 5 months later I am still waiting on the return of my vehicle. Similar to Katherine, I have had poor if any service from Discovery. The custodians Mr Mameragane and his superior Mr Dumisani, have been evasive and a job which could have been completed in two to three weeks have been extended to almost five months. I have escalated the matter to the complaints department to no avail. I have been reduced to having to make all the contacts and even having to follow up with the service provider, Island panellbeaters who admitted that they use substandard parts and that their assessors are not reputable. Yet Discovery considers these service providers to assist their clients. I spent so much time and money just on contacting Discovery and was reduced to having to deal with the service provider instead of the Insurer that I am religiously paying. I have escalated the matter to the CEO Andre Gore and from his desk Mr Tyateyeka, has made feeble attempts to protect Discovery to the detriment of the client who had to rent a vehicle at my expense at an amount which exceeds R30 000, and this case has been escalated to the Onmbudsman for intervention and the Discovery legal team and Ombudsman are in discussion to discuss the re-imbur*****t. Currently all the staff from Discovery have been unavailable and all communication has to be initiated from me. The CEO appears to approve the poor service as their has been no intervention from him to improve the caliber of service. I have followed protocol and am at my wits end as this is not the type of service one expects from an Insurer who promised to give a good service. Instead, i have been reduced to having to be subjected to this putrid service.

I have explored every possible avenue and yet am no closer to having my vehicle. I do not owe a cent on my vehicle but have been reduced to paying a monthly payment to Avis for a rental vehicle.

From the desk of the CEO the representative made every attempt to cover for the lack of service and admitted to the poor communication and the fact that they erred on their side, yet, my recent communication to him and Mr Dumisani is met with out of office responses.

I have forwarded all the communication to the Ombudsman and requested that they source all the calls which I made to Discovery as they do not contact the client. The clients need to do all the work. I even was reduced to the having to deal with the Service Provider who admitted that they use sub standards part and that their mechanics and assessors are not very dexterous at their tasks. (these are all included in the emails to the Ombudsman and the CEO) Yet here we are and the service provider's work failed the quality check from the Toyota dealership. The ETA for my vehicle was 03 May 2023. Being the 4th of May and no further communication from Discovery indicates that this matter is not at the top of their priority and that they are exempted from meeting their commitments to their clients.

I have explored every single avenue and this is one of another attempt to ensure that I receive the service which I have been promised when I was lured to sign up with Discovery. In every possible manner they have shown that they are not invested in meeting the needs of their clients.

The vehicle was still with the dealership after their assessment indicated that the service provider did not pass the quality check. Discovery's alliance remains with the service provider opposed to the paying client.

I expect to have them reimburse my money and fix my vehicle. The infringement of my consumer act and the toll on my mental health will be a matter which i shall refer to the relevant platforms for assessment.

One would expect that an Insurer such as Discovery would forge relationships with reputable service providers instead they choose substandard service providers how admit to their lack of ownership and the delivery of the expected service.

I shall continue to explore this matter until I receive the proper service and be reimbursed for my monies spent due to the lack of service from Discovery.