Poor Service Level

My car was ****** during the night of the 22 April 2018. Amongst the first things I did after discovering my car was ****** I phoned and asked Discovery to send me the Movement Report from their DQtrac. Numerous promises on e mails were made with regards to sending this report. Today is the 5nd August 2018, four months since my car was ****** I am still waiting for this report from Discovery.

Subsequently I got an email stating that my car will be repaired and I must expect it in about 8days. It didn’t take long before they sent me an e mail to tell me that they are no longer repairing my car but s****ping it. I then asked on an email what options do I have as I don’t want it to be s****ped as I didn’t understand why they were s****ping it as it had minimal damage. There has been no response on the matter of options until date, not even an acknowledgement of this question.

I also sent an e mail asking about the two chair boosters for my children and my university books. Until today there has been no response to this question.

Amongst the things we disagreed with was an Excess of R3800.00 that Discovery said I had to pay directly to the Panel Beater as Excess after the car was fixed. In terms of my contract it is written in black and white that those of 55 years and older the excess amount is waived. It took Discovery time and my effort on my side to convince them that I do not have to pay this excess. Eventually they read the contract and conceded. My claim was handled from one person to another, I think I can count at least seven to eight individuals who seemed not to be communicating with each other.

I sent them the Certificate of Registration but in a later e mail they still asked for it again and again. What an irritation especially when you are a busy person.

Eventually, in the month of July three months since my car was ****** I felt so aggrieved and decided to ask them to bring my car home. As soon as the car was delivered home I got an unfriendly e mail telling me that they need to remove some gadget in the car and cancelling insurance for this car. If I fail to make an appointment I was threatened with a charge of more than a thousand. It may not be important to Discovery but it is to me the fact that I am insured with this company with all my other three cars, my house and house contents for two houses and a member of Discovery Health. I have since fixed my car and the question I have does Discovery no longer want it back in their system. In my own assessment Discovery has fallen too short of the standard that I think hundreds of people insured with them expect. They may be disappointed as I did.

To crown it all after asking for my car to be returned home, I got a call from an unidentified person telling me that he is at the gate of my yard delivering my car. I would have thought Discovery would have at least had courtesy to inform me of the date and time of the delivery of my car. That was not to be. I had to travel 124KM and leave my meeting in Klerksdorp to go and receive my car. Is this level of service normal practice at Discovery?