Repeated Empty Promises, Continued Silence, and Inappropriate Third-Party Contact

This is now my second public complaint regarding the same unresolved issue, as Discovery Insure has once again failed to follow through on their own commitments.

After my initial Hellopeter complaint, Discovery Insure publicly apologised and stated that my matter had been escalated. I was eventually contacted and explicitly advised that I would receive feedback by Thursday or Friday of that week. That feedback never came.

Despite further assurances and another public response stating that I would be “kept informed and updated promptly,” there has been complete silence since that call. No update. No explanation. No follow-up.

During this entire period, the only communication I have received has been from the panel beater/mechanic who was meant to repair the vehicle — not from Discovery Insure. This contact was both inappropriate and concerning, as the matter is under dispute with Discovery, and I fail to understand why a third party would contact me directly while discussions are allegedly ongoing. It is unclear whether this call was intended to seek clarification or to intimidate, but either way, it was unacceptable.

For context, my complaint was never about the rejection of my claim — which I accepted in full. The issue is what happened after the rejection: • Discovery Insure took possession of my vehicle • The vehicle was returned in a worse condition than when it left • Parts were missing and additional damage was present • I incurred costs as a direct result of Discovery’s decisions • I was left with a vehicle I do not trust or feel safe driving

What makes this even more unacceptable is the clear pattern: Discovery Insure only responds after public escalation, offers apologies and assurances, and then reverts back to non-communication.

At this stage, the issue is no longer just the vehicle — it is the lack of accountability, transparency, and basic customer communication.

I am still waiting for: • A clear and final update • Accountability for the condition in which my vehicle was returned • Confirmation of how and when this matter will be resolved

Until then, this complaint remains unresolved.