1 reviews | Active since Sept 2019
Shocking service
Just to share with all: December 2022 will be our 3rd year being insured through Discovery Insure, but after today’s experience, I feel that everyone should know how they deal with clients. We had some financial difficulties in the month of October 2022 and couldn’t pay the premium for the month. After speaking to a consultant (recorded) on the 21st of October 2022 to make arrangements to change our payment method, we received approval to pay via EFT (again, recorded line). Payment was made on the 25th of October 2022 and proof of payment was sent indicating that this is for the month of November. We had a storm on the 3rd of November which left us with damage to 3 items and registered the claim on the 7th of November 2022 (Total loss of R29 000). Discovery Insure requested that we get someone to provide them with a report, which was done and sent to them on the 11th of November. We followed up with Discovery Insure today (16/11) just to be told that our policy will be cancelled today backdated from the 1st Of October 2022. It is easier/cheaper for them to pay our premium back for the month of November than to pay a claim of this amount. All of these discussions took place on a recorded line and the consultant contradicted himself on multiple occasions throughout this discussion. I’m including my claim number should a senior individual wants to listen to the discussion - ***. I am sure that they would be able to get my contact details on this claim, but more interested if they would even get back to me. I will give you all an update but will definitely make a point of it to notify as much people as possible not to trust them. TCF doesn’t exist here so and now we are off to the ombudsman. Funny enough, after informing us of the cancellation this morning, we still haven’t received our letter after confirming it was sent already. Should we not had have a claim, our benefits will still be in place.
No disclosure was made that the grace period will lapse if the payment is made on an EFT option in the month of October. Discovery does have a 2 month grace period. I was not in the position to make an informed decision thus in October to get cover in place for November to cover myself against unforeseen circumstances
Discovery did however take my payment and kept it with them for 3 weeks, sent me a renewal schedule on the 14th of November 2022, all this time misleading me to think I have cover in place. Had I known, the first day of November of the cancellation, I would have had sufficient time to get a policy in place to cover myself against a storm that was sudden and unforeseen.
By delaying to give me notification you took my right away of having cover in place, and that is my complaint. You took away my rights, took the payment, gave me a rerate notfication, so on the 14th of November I still had cover? But on the 16th of November only it was back date cancelled…… how slow is your systems? I spoke to your Company on 7 occasions in the month of November, and for 7 times, the policy was still active, and yesterday it was cancelled.
Please address the fact that I was not informed in October of the Grace period that will lapse
The fact that it took 3 weeks to cancel my policy and misleading me to think I have cover
The fact that you kept my money for 3 weeks- this should have been paid back immediately if there was not supposed to be cover
How you treated me fairly to allow me to make an informed decision to get cover in place for the month of November
Please also listen to my conversation yesterday with one of your consultants who yesterday said the following- the payment was recieved in October- so that gave me cover for October
On that reply i then said, okay, so I do have cover and then only need to pay for November, then retracted his statement and said no, that premium is for November as October is the Grace period month and they will refund me for November BECAUSE EFT payments cancels Grace Periods and therefore I do not have a Grace Period
Keep on changing his story and not able to give any REAL reason why the policy was only cancelled yesterday
Grace Periods is supposed to be an immediate action, coinciding with an immediate refund of a clients money
No disclosure was made that the grace period will lapse if the payment is made on an EFT option in the month of October. Discovery does have a 2 month grace period. I was not in the position to make an informed decision thus in October to get cover in place for November to cover myself against unforeseen circumstances
Discovery did however take my payment and kept it with them for 3 weeks, sent me a renewal schedule on the 14th of November 2022, all this time misleading me to think I have cover in place. Had I known, the first day of November of the cancellation, I would have had sufficient time to get a policy in place to cover myself against a storm that was sudden and unforeseen.
By delaying to give me notification you took my right away of having cover in place, and that is my complaint. You took away my rights, took the payment, gave me a rerate notfication, so on the 14th of November I still had cover? But on the 16th of November only it was back date cancelled…… how slow is your systems? I spoke to your Company on 7 occasions in the month of November, and for 7 times, the policy was still active, and yesterday it was cancelled.
Please address the fact that I was not informed in October of the Grace period that will lapse
The fact that it took 3 weeks to cancel my policy and misleading me to think I have cover
The fact that you kept my money for 3 weeks- this should have been paid back immediately if there was not supposed to be cover
How you treated me fairly to allow me to make an informed decision to get cover in place for the month of November
Please also listen to my conversation yesterday with one of your consultants who yesterday said the following- the payment was recieved in October- so that gave me cover for October
On that reply i then said, okay, so I do have cover and then only need to pay for November, then retracted his statement and said no, that premium is for November as October is the Grace period month and they will refund me for November BECAUSE EFT payments cancels Grace Periods and therefore I do not have a Grace Period
Keep on changing his story and not able to give any REAL reason why the policy was only cancelled yesterday
Grace Periods is supposed to be an immediate action, coinciding with an immediate refund of a clients money