Poor Service - Itumeleng Segapelo

I am resorting to post my review here after not receiving any acknowledgement from Discovery Insure after an email was sent to them on the 13th February 2024 and a follow up email on March 1st, 2024.

I received a request via SMS on the 13th of Feb to rate the quality of service for my recent claim. However, I was unable to send out SMS messages from my phone, and sent an email instead which was to provide feedback on service received. I scored Itumeleng Segapelo a 1 for her how she handled my claim. She was not attentive or responsive to my emails, and did not bother to return my calls despite my repeated attempts to contact her.

As someone who deals with customers on a daily basis, I understand the importance of communication and the impact it has on customer satisfaction. Unfortunately, in this case, Itumeleng did not reach out to me when I needed clarification or requested additional information. Furthermore, when she did respond or ask me to fill out a form, she failed to attach the necessary document, which made me question her level of seriousness towards my claim and myself as a customer.

When I expressed my disappointment to her, she apologized but made excuses for her lack of communication. This gave me the impression that she was overwhelmed and unable to handle her workload effectively.

Overall, the service provided by Itumeleng was extremely disappointing and unpleasant. I sincerely hope that she improves and delivers better service to future clients. This was by far the worst experience I have had with a Claims Consultant since obtaining an insurance cover with Discovery.

Thank you for taking the time to consider my feedback. I genuinely hope that there will be improvement and that Itumeleng performs better in the future.