Pothole claim handled without regard for AWD drivetrain safety or manufacturer specifications

On 23 April 2026, my BMW X3 F25 xDrive20d struck a large pothole, simultaneously rupturing two run-flat tyres on the right-hand side of the vehicle. What followed was a three-week engagement with Discovery Insure that I can only describe as a failure to properly assess, understand, or address the full scope of damage. The approved repair scope replaces only the two right-side tyres. On an all-wheel drive vehicle, this creates simultaneous lateral tread variances of 3mm on the front axle and 6mm on the rear axle — both exceeding BMW's own published specification limits (SIB 36 12), which mandate a maximum of 2mm per axle. BMW's service documentation specifically identifies this configuration as a cause of transfer case malfunction and drivetrain failure. Despite raising this concern in writing on 29 April, providing detailed technical evidence including BMW's own service bulletins, and submitting a formal objection, Discovery Insure's claims team did not engage with the technical argument at any point. Responses acknowledged my concerns in general terms but never addressed the specific xDrive drivetrain risk. The assessment also shows no mechanical inspection was conducted despite an impact severe enough to rupture two run-flat tyres. The assessment records R0.00 under mechanical work, yet the assessor photographed the suspension area during his visit. After three weeks, two formal written objections, and a detailed technical submission, the approved scope remains unchanged. I have now lodged a formal complaint with the National Financial Ombuds Scheme South Africa (NFOSa / OSTI), reference ID-X7XYQPP5. I have approached this process in good faith throughout. I provided technical evidence, proposed a constructive resolution, and gave Discovery every opportunity to engage. Asiphe, who is the person dealing with my matter, promised to call me on 3 separate occasions, and never called. The failure here is not only one of communication — it is one of technical competence and a willingness to approve a repair that leaves the vehicle in a worse mechanical condition than before the incident. She constantly refers to betterment in the policy terms, but fails to understand that leaving my vehicle in a worse mechanical condition with safety risks that was not there before the incident, is a legal breach. I would not recommend Discovery Insure to any owner of an all-wheel drive vehicle.