Poor Service! Worst insurance – Discovery Insure

Claim Number: **********

I was involved in an accident on the 14/11/2018. A lady had turned into my lane and bumped into my vehicle. I reported the accident to the police on the same day. After about a week of communicating with the Third Party she eventually submitted a claim with her insurance.

I contacted Discovery Insure where I was advised to fill out forms and submit documents to their mailbox. On the 22/11/2018 I submitted all the relevant documents that was requested from myself. I received an email on the 23/11/2018 advising that Radichaba Machaba is the advisor and he will be appointing an assessor for my vehicle.

An assessor contacted me and my vehicle was assessed on the 27/11/2018, he told me that he will be submitting his report and I will receive feedback within 2-3 days.

Radichaba sent me an email on the 29/11/2018 confirming that he received the assessment on my vehicle and that he is busy with validations.

I sent him an email on the 03/12/2018 to follow up and there was no response. I then sent a follow up email on the 04/12/2018.

Radichaba responded to my email on the 05/12/2018 advising that he is busy concluding the validations and will revert back to me.

On the 06/12/2018 I received another email from Radichaba advising that he had concluded the validations and advised that my claim had been rejected.

I repsonded to his email on the same day opposing the rejection and provided him with a detailed email of the incident and also advising that there was a witness that he could contact.

There was no response to this email. I then sent an email on the 10/12/2018 to follow up.

Still no response so I called Discovery and I spoke to Rozannah Singh. I told her that I wanted to follow up on my claim. She advised me that an email was sent to me regarding my claim. I advised her that I did not receive any email and asked her to tell me what was sent. She told me that she cannot do that and that she will resend the email to me. She did send me an email however it was the same email that Radichaba sent to me on the 06/12/2018 advising that the claim was rejected.

I called back and spoke to Rozannah again and I asked to speak to the manager, she told me that the manager was in a meeting. I called later that day and was put through to Radichaba. I told him that I wanted to follow up on claim. He advised me that he is still waiting for his client to get back to him. I asked him if he was waiting from the 06/12/2018 for his client to get back to him and he had the nerve to tell me that the 6th wasn't a long time ago it was only last week. I asked to speak to his manager. I was put through to Zweli Banzim. I explained to him the situation and that I no longer want to deal with Radichaba as he has an attitude and is not helpful whatsoever. Zweli asked me to resend my email that I initially sent to Radichaba and he advised that he will look into it. The email was sent on the same day (11/12/2018).

I sent a follow up email to Zweli on the 13/12/2018 as I did not receive any feedback. I called the call center and was advised that he is in leave and that he will return next week Tuesday.

I called Discovery yesterday and spoke to Rozannah once again who advised me that Radichaba is on leave. I then asked to speak to Zweli and she advised that he won't be able to take my call as he is knocking off. I emailed Zweli advising him of my conversation with Rozannah and asked that if he cannot assist me that he refers me to his Head and this service is completely unacceptable.

He calls me this morning advising that he received the email I sent to him yesterday and advised that he contacted my witness and he still needs to speak to his client. He advised that he will get back to me with feedback. I asked when will this be as you are closing tomorrow and will only reopen on the 03/01/2018. I advised him that this is really unfair as now I have to wait until next year to sort out my vehicle. He then advised that he will get back to me tomorrow with the final decision.

I really hope this happens as this has become such an inconvenience. No one from Discovery Insure had the decency to call me and give me feedback on my claim. After numerous emails and calls I only received a call today!

The service is extremely poor and not customer friendly!!!