Shocking service!!
<p>On 1 February 2017 After being hit by a taxi coming down the wrong side of the road I caled for a tow truck at 5:27pm, The person on duty on the emergency line said they would call back in 10 minutes to let me know what was happening. At 6:27pm I call the emergency line again and was on hold for 35minutes before I spoke to another person who said they would follow up and call me back - I am still waiting. 10 minutes later a person for the tow company called and said he had just come on duty (7:10pm) and believed I was needing a tow truck and he would look into it. 5 minutes later another man called from the tow company and said he was dispatching a truck to us. At 9:05pm we finally had our car towed. We recieved an assessment from the discovery assessor to say that the only damage was to the wheel shaft - I refuted this as I knew for a fact that the taxi had left its white paint on the bumper when he clipped it before snapping the wheel, I requested a second assessment, well after a week of hearing nothing I get told by Sekgobola that I dont get the assessment unless I call to request it - really? after I requested it in the first place! I have also been informed that they just send in the vehicle to start the repairs and do not need to ask if you want to go ahead or not, surely consuer protection act should cover that you need to be given the go ahead? maybe people just have the excess lying around for any taxi that wants to crash into them at any time? I cannot believe Discovery thinks they have the right to treat the clients so poorly and disrespectfully - we may not query anything? just accept? I dont think that is good client service (I personally pay over 3/4 of my salary every month to discovery). I want to question, work out if I can get a better deal - sometime we can get better quality work done with no kickbacks, we should be afforded the opportunity AND better service.</p>
We note the comments posted and regret that you are aggrieved by our claims process.
We confirm that after you requested a re-assessment, we obliged and re-assessed your vehicle where the said 5 centimeter white paint marked were confirmed by the assessor (as they did in the first assessment). The old damages on the same side of the front bumper were also reconfirmed.
Discovery out of good faith and seeing that the towing experience was not to the set standards, agreed to repair the whole bumper, not taking into account the betterment you would have had to pay (if you elected to repair the damaged bumper). This due to the damage from the incident forcing us to repair the old damages as they are close to each other.
The above accession to not charge you betterment on the repairs, is after the Service Provider assigned to tow your vehicle having called you to apologise for the delayed service you experienced at the time of the incident, and sent you a gift.
At this stage, we can confirm that should you feel that the cost of the damages are too close to the excess. You are welcome to contact our claims division and have the claim withdrawn.
Regards,
Sakhe
Discovery Insure
We note the comments posted and regret that you are aggrieved by our claims process.
We confirm that after you requested a re-assessment, we obliged and re-assessed your vehicle where the said 5 centimeter white paint marked were confirmed by the assessor (as they did in the first assessment). The old damages on the same side of the front bumper were also reconfirmed.
Discovery out of good faith and seeing that the towing experience was not to the set standards, agreed to repair the whole bumper, not taking into account the betterment you would have had to pay (if you elected to repair the damaged bumper). This due to the damage from the incident forcing us to repair the old damages as they are close to each other.
The above accession to not charge you betterment on the repairs, is after the Service Provider assigned to tow your vehicle having called you to apologise for the delayed service you experienced at the time of the incident, and sent you a gift.
At this stage, we can confirm that should you feel that the cost of the damages are too close to the excess. You are welcome to contact our claims division and have the claim withdrawn.
Regards,
Sakhe
Discovery Insure
I find your excuses to be so pathetic, I will point out for your information that to charge 3 times to paint a bumper shows that there is underhanded dealings, to say the assessor pointed out the white paint first time round is also a lie, I am in possession of the so called 'report ' - photo's with fingers pointing and a quote is so not an assessment. It has also been noted that the second assessor is the same Willem Koekemoer who assessed the first time around. I do not trust peolpe who cannot write a proper report and are used as a second assessor when they were the firts assessors. - but I suppose kick backs are part of our ******* society and the moral values have no place in South Africa. So I also note that according to you a few choicolates and an appology is good enough for pathetic service - luckily I am "insured" with Discovery for my life and medical should I have to wait in a ***** area again - I might get mediacl attention should I still be alive to tell the tale and pay for the medical bills as well.
I find your excuses to be so pathetic, I will point out for your information that to charge 3 times to paint a bumper shows that there is underhanded dealings, to say the assessor pointed out the white paint first time round is also a lie, I am in possession of the so called 'report ' - photo's with fingers pointing and a quote is so not an assessment. It has also been noted that the second assessor is the same Willem Koekemoer who assessed the first time around. I do not trust peolpe who cannot write a proper report and are used as a second assessor when they were the firts assessors. - but I suppose kick backs are part of our ******* society and the moral values have no place in South Africa. So I also note that according to you a few choicolates and an appology is good enough for pathetic service - luckily I am "insured" with Discovery for my life and medical should I have to wait in a ***** area again - I might get mediacl attention should I still be alive to tell the tale and pay for the medical bills as well.