Service excellence

<p>I am a policy holder and I took out my policy in 2014 to insure my vehicle. In January I phoned Discovery to amend my policy details. Month end of Feb I was debited R515.47; March I was debited R603.03, April I was debited R680.35 and in May I was debited R692. I phoned the call centre and was given an awkward explanation and I phoned again on the 28th April 2016 and I spoke to Nivesh, who promised me that in 2days time someone will get back to me and address my query as I told him that I fail to understand why the change in the amounts. Today 25 May 2016 I phoned the call centre again around 08:47 and I was on the line with a lady by the name of Matebelo, the call lasted 16minutes and she put me on hold for over 4-5 minutes and i hung the phone up. I wanted to know why am I being charged different amounts every month and she gave me an explanation that didn’t make sense to me and I told her that as well and I asked to speak to someone that can best explain to me that’s when she put me on hold for 4-5minutes. I was very irate and wanted nothing to do with Discovery.</p> <p> </p> <p>I then got hold of Nicole Hendricks or she got hold of me. She sent me an email and before I could respond she gave me a call and was so professional and I had to relay the whole ordeal to her and she promised to give me a call later today or tomorrow the latest to find out more information regarding the billing issue. I want to bring it to your attention that you have a very dedicated staff that is willing to go the extra mile and that is passionate about service excellence. If Nicole didn’t phone me I would have cancelled my policy with immediate effect and all thanks to her she managed to change my mind by her true professionalism and politeness. I truly wish that the two people I dealt with previously can be as professional, as dedicated and as willing to assist as Nicole was. Good work and excellent Customer service needs to be spoken of often! </p> <p>I wish to convey my sincere gratitude to committed employees like Nicole</p>