POOR SERVICE - DISCOVER INSURE

<p> </p> <p>I've been with Discovery Insure for a while now, and on the 4th July I had a major accident whereby my vehicle was written off. While in shock and trying to find out how the accident happened I received a call from Discovery's Emergency dept to find out if I need any medical assistance and that they were notified by the DQ Track device I had installed in my vehicle about the accident. The service from the Discovery Emergency was absolute outstanding and I was feeling very proud to be insured by Discovery... The disappointment started when it was time to proceed with the claim. The day after my accident I did not receive any call from the claims department. I had to contact them several times on a daily basis in order to find out what needs to be done and what is needed from me in order to finalize the claim. This was the 1st time I was involved in such a major accident and was not sure of the process that needed to be followed through. My claim was allocated to a lady at Discovery Claims department Florence Maditshaba Morake who never contacted me, never returned my calls and also never answered any of my emails sent to her. I've escalated the matter to her manager Jathin ********** who also did not even took time to contact me. I was very shocked to see that I'm paying for such a bad service! When eventually I got hold of Florence (after holding on for several minutes refusing to end the call) she's telling me that she is receiving hundreds of calls daily and therefore don’t get time to get to me?? So am I not part of the hundred clients that deserve the same service I'm paying for monthly? Shocking I must say. All the documentation she needed in order to proceed with the claim was sent to her, I've also sent her the settlement letter which she was supposed to request from the bank. I had to contact the assessor myself too, in order to find out when my vehicle will be examined. This was never done by Florence/Discovery Claims department. After all this bad service my claim was paid out. But it did not stop there. On the 29/07 I received a msg from Discovery Insure that I need to make an arrangement to have the DQ track device removed from my vehicle otherwise I will be penalized R1180.00!!! My vehicle was written off on the 4th July, settled / paid out and now I need to arrange to have the tracking device removed! I don’t have the vehicle anymore, don’t know where it is at all. Another msg on the 2/08 a full insurance payment was deducted from my bank account! I don’t have a vehicle anymore but Discovery is still deducting a payment. I've informed Discovery Insure about the debit order, and was informed by Minogue Moffat (Discovery Insure Team Leader) that it will be removed and servicing will contact me with regards to the refund. I'm still waiting for this call. Again another msg 03/08 "Discovery Insure: Pls remember to make an appointment online for us to remove the DQ Track from your vehicle at a time and place convenient for you. You must allow us to remove the DQ Track device to avoid being charged R1180 penalty". Florence from the claims department did not even mentioned a word about the DQ Tracking device. This is ridiculous. Another msg from Discovery Insure, stating that my account is in arrears and they will re-debit my account in 15 days???? I must say this is the worse service ever. If this is the way Discovery is treating their clients, then I do not want to be a Discovery client at all. Very shocking about the service that I received from such a Corporate company.</p> <p> </p>