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Naledi M

1 reviews | Active since May 2023

18 May 2023, 15:25

POOR, TERREBLE, PATHETIC customer service from the Discovery Claims department

I have been with discovery for the past 4 to 5 years and they have always been the best until recently, On the 1st of April i registered a claim for my car, the car was towed from my house 5 days later their representative calls me and they did not know where my car was. When they finally found where my car was the assessor took forever to assess the car and during all this time there is no communication what so ever from discovery. I had to follow up with them on updates ,I had to ask for the manager of the person that was assisting me to assist because their employee is not giving me feedback, to my surprise the claim was only processed on the 22 April 2023.It is now 46 days (still counting) since I had registered the claim, I still do not have my car back and discovery took back the rental car forgetting that they have delayed with claim process. Ever since I have been with this organization i have never missed a payment but I am treated like this. Customer service from their claims department is poor, no communication what so ever. The consultant who has handling my claim and his supervisor did a terrible job.

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Replies (2)
Discovery Insure
Discovery Insure's reply18 May 2023, 16:07
Official
We are truly sorry for the inconvenience Naledi. Please can you share your claim number via private messaging so we can look into this for you.

Regards,
Discovery Insure
NM
Naledi M's update18 May 2023, 18:47
Reviewer Update
Claim number *** the Consulted that was assigned to the claim is Mlungisi Mdlane, when i was not receiving the customer service that i expected from him i asked for his supervisor and i was referred to Dumisani Mdaka.I sent an email last week that was never responded to. On Tuesday i called to follow up with regards to the rental car (because Mlungisi and Dumisani did not care to answer my email) and i was told that the mater was escalated to their supervisor(ntekanem) who will call me by lunch time and never did. I had to call again today today to follow up and i received an email informing me to return the car(again i had to do follow up my self due to the lack of communication from this team) . The supervisor did not care to give me a call and explain. If this claim what done properly with a sense of urgency that discovery normally operates i would have had my car back a long time ago. The fact that there they did not follow up with Paramount Body Works and put pressure on them is what disappoints me the most. I have been with discovery so quite some time and i have never received such terrible customer service, the reason i stayed with Discovery it was because of the service and how quick claims and issues are resolved. The fact that for 4 days Mlungisi did not know where my car was towed to "GUYS COME ON " what caliber of stuff have you guys employed. How is that when someone goes on leave nothing happens to the claim what systems do you have in place to ensure that it is business as usual.

So I am currently with no car because of the incompetency of stuff