Quick but could use better communication

Discovery was efficient in approving my claim and quickly allocating a service provider for the repairs, choosing one conveniently located near me. I was assisted by a consultant named Whitney

The service provider they allocated, Sleeq Auto, provided great customer service—they were friendly and even offered to drop me off at work after I left my car with them.

However, communication during the process was lacking. Two days after dropping off my vehicle at the panel beaters, I received an email from Discovery stating that no service provider had been allocated to do the repairs. This left me confused, and I had to call both Discovery and the panel beaters to clarify the situation.

During the repair process, I was not kept informed about the progress or timelines. The Discovery website indicated that repairs would take three days, but this timeframe was exceeded, and I had to repeatedly call the panel beaters for updates.

While I’m happy with the claim registration process—since the website is user-friendly—and satisfied with the quality of the vehicle repairs, the lack of communication from Discovery was disappointing. I feel they could improve by keeping clients informed about repair durations and providing clearer updates to avoid confusion, particularly during critical stages of the process.