Rejection of Claim - Discovery DOES NOT CARE

We submitted a claim for a burst water pipe (Main Water feed to the House)

After the claim was submitted, a Discovery employee came to our property, before a plumber could assess the issue. And he took 1 look at the pipe and he decided that it is wear and tear and that the claim would be declined. They informed us at 15:54 on a Friday afternoon - When you know very well that you will not be able to get hold of anybody that can make any kind of decision.

Wear and tear on a pipe 1m below the ground?

Wear and tear is something that can be prevented with maintenance,. How do you do maintenance on a pipe 1m below the ground, should I dig up my entire garden once a month, just to check the pipe?

Today is the 12th of September 2023, and we have now been without water in our house since Thursday the 7th of September 2023. So we have no water in our house and cannot bath my 1 year old or wash clothes or dishes. So my son cannot bath or have clean bottles because of this. We need to beg other people to shower at their house and be able to give my son a clean bottle.

My wife and son waited the entire Saturday for the Discovery Plumber, but he was cancelled by Riaan without informing us. So my wife and 1 year old son was at home an entire day without water, and we were never informed the Plumber was cancelled.

Today we tried to follow up, but we are told that a claim dispute can take up to 30 days to get a response. So in Discovery's eyes, we need to be without water in our home for 30 days.

It is like they do not care....

So be warned if you live anywhere in the East Rand, they will claim that your pipes below the ground are wear and tear and will simply reject the claim

Discovery seemingly doesn't care about their customers