SHOCKING SERVICE FROM DISCOVERY BUSINESS INSURANCE

My son was involved in a motorvehicle accident on 13th June 2023, which he was not liable for. The driver who drove into the back of his vehicle immediately admitted liability and provided details of the company he worked for. Upon contacting them, I was given their broker details, PSG, who in turn provided me with the insurer's details, Discovery Business Insurance, who after speaking to various people in the call center, were not willing to assist.

My broker eventually managed to make contact with Discovery around 30th June to expedite this claim. To date we have had various communications and "forwarding on" between Ziyaad Hamid (team leader), Naomi Bogopa (business claims team leader), Nonkululeko Kolanisi (legal liabilities advisor), Thapelo Sibiya (business claims consultant) and cc Evan Louwrens (PSG broker). After submitting all the relevant documentation we eventually received a call from Jerome on 10th July to arrange for my son's vehicle to be assessed at Renew-It, which was booked for on 11th July. We were told that Discovery would contact us within about 3 days to make arrangements for the vehicle repairs. After not hearing back by 20th July, I emailed Nonkuleleko, to which I had no response. I then emailed Naomi, Ziyaad and Nonkululeko on 24th July and was advised that the emails were incorrectly sent to the liabilities consultant! Thapelo then sent an email on 24th July stating that the additionals had been escalated. I left a message for Naomi this afternoon, 27th July and have also not had a response from any of the other parties.

We have been passed from pillar to post since the outset, despite your insured's driver admitting liability and us being compliant with all your bureaucracy. If this matter continues to delay, I will be left with no option but to report this to the ombudsman!

I am very disappointed in Discovery in general and now find myself considering alternate medical aid providers for myself and my family, after having been with Discovery for over 23 years!