Shocking Mishandling of Claim – Discovery Insure

I am a long-standing Discovery client with both medical aid and short-term insurance. Unfortunately, my recent experience with a motor vehicle claim has been completely unacceptable and distressing.

On 29 September 2025, our Volkswagen Amarok was struck by lightning, causing total electronic failure. Discovery’s emergency system failed completely - no alert, no assistance, and we were left stranded near an informal settlement until help arrived via my son and a towing service.

From there, the claim was chaotic:

The vehicle was moved between multiple locations (Kempton Park, Roodepoort, an auction yard, and a dealership) without clear communication.

We received messages meant for other clients, revealing poor administration and breaches of confidentiality.

Another message suggested we “obtain a worst-case scenario quote” referencing prior claims where vehicles became write-offs - creating serious trust concerns.

Coordination with replacement vehicles and service providers (Avis, Net Assess, Auto Executive Corporation) was poor, adding to stress and inconvenience.

We have formally requested that Discovery:

Declares the vehicle a write-off, given the severity and latent nature of lightning damage.

Provides a guarantee that any future issues caused by the lightning strike will be fully covered if repairs proceed.

Explains the system failure, communication errors, and claim mismanagement.

This experience has caused significant emotional distress and financial inconvenience. I cannot recommend Discovery Insure to anyone seeking professional, reliable, and transparent insurance service.

Policy No: *** Claim No: *** Date of Incident: 29 September 2025