service

Jan 28, 2022, 9:52 AM (6 days ago) to jacquelinen, insurecomplaints, TNKOLONZI, Natasja, pbworks2, Elrika good morning I am hoping by drafting this email we can finally get the assistance we've been requesting all month. Mom being the policy holder and owner of the 2 vehicles insured was hospitalized and in a coma from the 4/12/2021, my little brother stole her car on the 14/12/2021 and had it damaged. We attempted to make a claim however the claim was rejected because he had **** and did not have a driving license From the 24/12/2012 we received communication of this and told the car was with Auction nation and also given 7 days to go collect the car and the 7th day would have been on the 31/12/2021 we then went to collect the car on the 30th but were unable to get ahold of Nazeer the contact person we contacted discovery and was given a release letter and told to go to Auction Nation our car would be there. @Auction Nation we found Nazeer who informed us the vehicle was taken to Paramount bodyworks on the 21/12/2021 to have it repaired. from the following Monday being 3/01/2022 i started calling in to find out what was happening and to this day nobody can give me feedback as to who authorized for the car to be taken to paramount to have it repaired or to even go to paramount Everyday i called in only to be either put on hold or promised an investigation or call back where 1 day I am told the car is with Auction and this was just confirmed or the car is at Paramount and this was just confirmed i called in everyday until we took it upon ourselves around the 11-14/01/2022 to go look for the car to know what is happening as discovery clearly did not know what was happening and at Auction Nation they said the same thing car was at Paramount and a gentleman at Paramount told us they had already started repairing the vehicle only to find the engine was irreparable and would advise the insurer and that we needed to contact our insurer to find out a way forward i contacted Discovery once again only to be told that the storage bill was about R13000+ and that Discovery would pay that and we can go collect the car still with no communication from Discovery we called back a couple of days later only to be sent from pillar to post again being promised call backs and feedback up to this day nobody can tell us who authorized for the car to be taken to paramount or even repaired and now Paramount wants R26000+ from us to have the vehicle released we are not willing to pay this amount as i suggest that whoever blundered and did this mistake in the first place should fit the bill We realize Discovery Insure is playing a duck and dive game with us and we have nobody willing to assist in this matter. My mom came back from Hospital and after a couple of days we told her what had happened and she called in to find out what she needed to do to claim. She was told to open a case against my brother and submit her doctor notes and documents to reconsider her claim but even when she did that and send those her cries still fell on deaf ears as Kagiso in the claims specialist department has failed to give her any feedback regarding that too. please can someone help us in this matter with a suitable way forward. Thank you Above, is a complaint letter we wrote out to Discovery insure and to this day we have not received any feedback or any communication from the complaints department, managers or teamleaders we have spoken or escalated to. Kagiso and Natasha are both Teamleaders in the complaints specialist department and to my understanding Jacqueline is their manager but none of these people have bother to cal us, apologise or even communicate any way forward. We have exhausted all our complaints channels yet nobody is willing to take responsibility for their blunder and fix this mess, on the other hand paramont keeps telling us about the car being a right off and they require the money for the parts used to fix the car as well as for the storage dating from the 21/12/2021. at this point Discovery should very well fix this vehicle for the mess they have put us through the past month. service level for this has been an absolute pain. I honestly feel they will be the reason my mother relapses into another coma from the stress of been taken for a ride by DISCOVERY INSURE.