Retention's department lying to keep you at Discovery Insure

Hi,

I've been with Discovery insure for 3 years and then decided yesterday to pick up the phone to another insurer, as Discovery charged me R3800 excess for my vehicle.

The other insurer quoted me R700 less than Im currently paying with no excess on any of my 2 vehicles. I then phoned discovery call centre to cancel my insurance with discovery insure and to go to another insurance company.

I was put through to Tshepo in Retention's. After a very length discussion he came up with a solution that if I move from the Essential plan I'm on now to the Classic Comprehensive plan with zero excess on motor vehicles, it will be almost the same (R80 higher than other insurer) and I will get free car hire. This Classic comprehensive policy with no vehicle excess was told to cost me R3369.04 I then thanked Tshepo and said I will stay at Discovery insure, as this will satisfy my needs. I also asked him to send me a copy of the quote. This was around 6pm last night 28 Aug.

This morning I started calling retention's dept at 9am, when I was told his shift only starts at 9:30 and he will give me a call then. No call I phoned in around 12 to ask what is happening and why Tshepo is not phoning me back as I need that quote in writing to accept it. No call The other retention's agent, Gift, then said according to the system there is no quote calculated for me with no excess on classic plan, only one quote on classic, but with vehicles excess of R3500. The installment for this plan was said to be R3390 and Gift then calculated the classic plan with no vehicle excess to be R3492.14 (R123.1 higher than what Tshepo confirmed the rate is over the phone last night)

Luckily all calls are recorded and since 10am this morning I;m trying to get hold of Tshepo to listen to the call that he actually agreed R3369, and that is what made me decide to stay at discovery insure. The whole day I;m phoning Retentions dept and told that Tshepo is busy and only he can help me. 6pm toninght Tshepo phones me back for the first time, saying he will listen to the call tomorrow, so nothing was done today and I still ahvent received any new quote.

I would like to find out how I escalate this issue, as they keep on telling me no manager is available to escalate issue and I dont believe this is how Discovery does business.

BY LYING TO PEOPLE and then when I decide to stay they deny ever giving that quote.

Please can you advise how I escalate this issue to ensure that the installment agreed on the recording, will be instated to my policy.

Theo Schonken