Poor Service from consultant and supervisor

I have always had pleasant experiences when dealing with Discovery Insure. Recently though, I received very poor service from Andy and his supervisor Erica regarding a Building claim.

I logged a claim regarding a blocked toilet but advised the issue seems to be at the sewerage pipe on the property. Because of the nature of the issue I assumed this would be treated as n emergency and that someone would be sent out soonest to sort the issue.

The plumbers, The Drain Surgeon , arrived a few hours later and said they only here to take photos and submit it to Discovery but I should not worry, because they will be back tomorrow to have it sorted.

I followed up the next day, I contacted Andy, who was the assigned claims consultant and the first thing he wanted to know from me was the persons name who transferred my call to him because they could of also assist me. Asking me twice if I remembered the persons name! Instead of trying to assist with the issue! After explaining to him what had happened and about the plumbers that came to take photos already, I mentioned this is an emergency so can the plumbers please return soonest to clear the blockage. He advised he would make contact with the plumbers to get the photos and call me back in 10min.

After 1h10min I received no call call back and decided to follow up, the consultant that assisted me advised Andy is busy but she will quickly place me on hold to check on the case and get some feedback from Andy. While on hold the call dropped.

I called back and this time I immediately got through to Andy from which I asked for an update, he advised that he was not able to get in touch with the plumbers so he sent them an email asking for an update. But he will give them another call quick and contact me back in 10min.

Again 1h later and still no call back from Andy. So once again I called for an update and at this point I have been without a toilet for almost 24hrs. The lady I spoke to said she will place me on hold and get an update from Andy. I asked to please not place me on hold because each time I'm on hold the call drops and no one calls me back. I then have to call back. She agreed and tried to follow up with Andy who was busy. I asked to speak to a supervisor whom she advised was also busy. I then asked for the supervisors email address to communicate via email which I thought would be much easier then me calling back all the time so she gave me Erica's email address.

I mailed Erica with the hope she would view the issue as an emergency call out and could maybe escalate it, which I stated in my email. Her response was that Service Providers has a 48hr turn around time to submit their report/images and we still within this time frame. THEREAFTER I RECEIVED NO FURTHER COMMUNICATION FROM ERICA OR ANDY.

The following day, two days later, I called again to follow up. I spoke to Tsepo who said that this should have been handled by the emergency claims department. Something that Andy nor his Supervisor Erica told me - they rather gave me the run around. Tsepo transferred me to the emergency line and they were able to assist.

I'm not sure why Andy nor Erica could not pick this up and even more annoyed that Andy failed to follow up twice when promised as well as the way Erica could just brush the issue aside as if it was not of a serious nature. Real poor service from your Claims Consultant and his Supervisor!