READY TO SIGN UP YOUR POLICY, NOT READY TO PAY CLAIMS

I am absolutely disappointed in the lack of communication from the Liabilities Department of Discovery Insure. A Discovery client had bumped into my car towards the end of February, resulting in me claiming from his insurance. If I knew how difficult it was I would’ve never bothered to submit my claim. Firstly they have about 3/4 OFFICIAL numbers (which they email to you directly) that don’t exist at all - so you need to try each number before you finally get lucky and get directed to the direct department. After submitting all the requested claim documents, I was finally assigned a claim number and an advisor that was supposedly capable of assisting me named Gretchen Rubin - she is a polite person however - she never responds to her emails and each time I call in she’s either on lunch or on a call, understandable - but she never calls back! She keeps promising that my claim will be authorised by a specific date, and it never does get authorised. I call in every day. The few times I call in, the call goes through to an *********** advisor named Steven - he answered 3 or 4 of the times of the multiple times that I called in and each time I had to wait for about 30 seconds to 2 minutes until he had come to attend to the call and after that he deliberately cuts the call. He is an absolutely rude, ill-mannered and a pathetic excuse of an advisor with no people skills. I’ve spoken to other advisors named Nonhlanhla and Mathabelo among others who were polite but not very helpful. Each time I call in I’m given a blanket answer that all claims are based on their own merit. I understand that third party claims take longer but it is absolutely no excuse for advisors to slack off the way that they do. FEEDBACK SHOULD ALWAYS BE PROVIDED REGARDLESS OF THE CLAIMS STATUS. I’ve done my part of taking my car to the assessors and I’ve left multiple messages for advisors to call me back or to at least respond to my emails, with - you guessed it - no response! I’ve spoken with the department manager Thabiso and he was quite respectful and helpful, however I don’t believe that advisors face any discipline for being negligent with regard to their job. Escalation doesn’t seem to work with this department. If my claim is ever authorised I hope to never, ever deal with this department again.