Product failure and unacceptable response

<p>On Tuesday 30 August 2016, my tire burst on the R300 just before Delft (an extremely high risk area that you get warned about on the electronic boards along the road), due to something falling off another car. After numerous calls to and from Discovery Insure, as well as the service provider they allocated to assist me, no help arrived, and I had to rely on roadside assistance from a passer by.</p> <p>I posted my account of the incident on Facebook, and received feedback from Discovery Insure, stating that they were going to investigate and get back to me.</p> <p>Yesterday I received a call from one of your employees apologising to me, saying that they listened to the recordings, and there was a miscommunication. He then offered to send me a bag of nuts as a "sorry" gift.</p> <p>When I was then asked (on Facebook) what the outcome of the situation was, one of your employees rep**** that the incident was investigated, and found that it was handled correctly from your side, and then imp**** that I was at fault. She then went on to say that we should watch the new advert with Liesl Laurie. Which I did, and that really upset me. That was what I expected to happen in my case in the first place! Which is why I diligently paid my premium every month. And recommended the product to all my friends and family. And why I didn't phone one person (other than the police) when I had the accident (someone could've reached me by car in minutes). I was under the (false) impression that no matter what happened, I was in capable hands, and could rely on Discovery Insure to look after me the one time I needed the service (for which I've been paying for the past year and a half or so).</p> <p>So therefor I am now writing a formal complaint, asking:<br /> <br />1) What steps are going to be taken to insure that this NEVER happens to anyone ever again. <br />2) Who is being held accountable for this massive failure in the product.<br />3) How am I going to be compensated for the contract and trust breach, as well as the emotional trauma that I went through during and after the incident.</p> <p>Please take this request seriously, or I will escalate this matter by whatever measures necessary.</p> <p> </p> <p>I sent this email to Discovery Insure on 7 September 2016, and to date am still awaiting a non-automated reply.</p>