Poor Service from Discovery Insure and Samsung Repair Centre

I have my phone insured with Discovery Insure as a portable possession. I dropped my phone on the 22nd of June and thus claimed the cracked screen from the insurance. My first problem is that they have told me I have a R500 excess even though I asked them to keep all my excesses zero. I have asked them to look into why my excess is what it is but I receive no feedback. Secondly; Today is the 18th of August and my screen hasn't been repaired. I have phoned Discovery Insure and Samsung repair center multiple times for an update but no one has answers.

I was contacted by Samsung Repair Center. Chantelle Cloete did ask me for pictures of the screen and for my phone's IMEI number. She also told me that my phone will be picked up the morning and be returned, repaired the same afternoon. She did ask me where they need to pick up the phone but nothing has come of it.

I have contacted both Chantelle telephonically (line busy) and via email but no one can give me feedback on what is going on.

I have contacted Discovery Insure multiple times but all they tell me is they will follow up with Chantelle and nothing happens.

I am an unhappy customer. My phone was working perfectly with the cracked screen but since the waiting period is so long Ink has started spreading under the crack and the top 25% of the screen has become nonreactive. If the phone was fixed timeously this could have been avoided.