Poor Service from Discovery Insure

On Sunday, 23 December 2018 we experienced a power surge at our home which incidentally affected the Samsung screen I use to complete my work related tasks. It also affected a wireless access point which is not in dispute as I did not claim for that device. There was a loud pop and the screen lost all power. I immediately disconnected the screen from the power source and informed discovery via the Discovery insure website. At 21:57 I received a SMS notifying me that the claim will be handled by a Gontse Moteane.

To date I have not heard from Gontse Moteane. I had to call in on 24 December to verify if the screen will be collected for assessment. Only after that initial enquiry was I informed that the screen will be collected by Appliance King. I was assured that the screen will be collected the same day. I sat at home all day waiting for the screen to be collected with all sorts of excuses from Appliance King that the driver is not answering his phone to the vehicle being broken but was assured that it will be collected by 5pm on 24 December 2018. Its never happened!

Considering that it was Christmas and the 26th being a holiday I waited for the next business day the 27th. I had to make further enquiries and only then was I assured that the screen will be collected on the 27th. It was promptly collected. I then requested that the screen be urgently assessed and feedback provided to Discovery as I need the screen to complete urgent work.

I did inform Discovery from the onset that I need the screen to complete work related tasks and that the repair / replacement should be expeditated. Over this period I still did not receive a phone call or email from Gontse Moteane informing me about the status of my claim. After numerous calls to Discovery and Appliance King and after speaking to some pretty rude discovery call centre agents I decided to vent my frustration on Hellopeter. As per Gordan from Discovery my Samsung screen may or may not be economical to fix and they still await the report from Appliance King. A Mohammed from Appliance king says it can be fixed and his manager to whom the report was sent to has still not viewed the report and may decide that its not economical to fix.

All of this indecisiveness has now prejudiced me as I am without a screen / monitor and cannot complete my work. I am loosing revenue and the latest that there will be any sort of finalisation is on Monday. But wait for it...it still wont be fixed or replaced by Monday as they need to source the parts if it is decided that it will be repaired and or quotes have to be finalised and a new screen sourced if its not economical to repair.

My Discovery premium goes off on the 5th of every month. No questions, no delays, nothing. The money is in the bank waiting to be taken off via debit by Discovery. Why should I be given the run around to have something fixed / replaced when the premium is paid each month on time. I have placed it on record with Gordan from Discovery that I will be cancelling my policy. I have cancelled a million rand + policy with Discovery in the past due to inefficient service so cancelling this policy and moving over to another service provider will be no skin off my back.

By the way, Gordan's response to my remark about cancelling my policy was "ok no problem". Considering the economic climate we currently find our selves under to you Gordan my response will be "its an extremely huge problem" Every cent counts and I am sure Adrian Gore will agree as he did not build discovery to see money being ****ed away into the gutter.

Shame on you Discovery...shame on you!