Stuck in the ****

I am a client of Discovery Insurance. I have all my cover with them cars home structure and contents. I am paying a luxurious premium for 5 star service. My sewer pipes overflowed and all the contents started to spill all over my yard on Thursday . I have 4 dogs on my property. This happened on a Thursday. I called the claims dept of discovery on the Friday at 4pm to escalate the matter for urgent attention. I was on the phone for 45min and received no response. I emailed earlier that morning no response at all. The sewer messed my yard and by that afternoon it became impossible to use our toilets. I have 3 ladies that reside with me my daughter's and wife The condition became untenable. I called a certified plumber to look into the matter by Friday afternoon. Upon investigation the line that appeared blocked led to the pipe underground. We exposed the pipe only to realised it was damaged. The entire line underneath was destroyed as we exposed it. I immediately asked the plumber to go ahead with repairs as my home became inhabitable. I called my broker Shivaan Balgobind who then escalated the matter to discovery. The consultant was *********** to record my matter. I then asked my broker shivaan to intervene as she questioned me why the pipe was damaged. I also do not know what is going on with pipes underground I am not a plumber. I am a physical science educator for 36 years and a deputy principal of a high school. The assessor Ruan Koekemoer called me on Tuesday after all my repairs were done to ask for photos. He wanted to know why I repaired the pipes. I was confused. 🙄🙄🙄🙄He then told me a clause and that since it was not accidental damaged or not accidentally destroyed. I was flabbergasted. I was fuming. He threatened me on the phone that he will reject my claim without any further supporting documents No investigation no site inspection. By Tuesday afternnooon Rohan Koekemoer the assessor sent my email with heading final warning and a rejection of my claim. No investigation was done. I forwarded all my correspondence to my broker. I am appalled that no concern was shown to my appalling state that I was in for 3days. The inconvenience and distressed wife and Daughters experienced. I am shocked to say the least. My claim was rejected before I could even start the process. No incident report was received. No invoice for job done . I am financially embarrassed as I am expected to pay a bill of R 28 750.

My broker was most considerate and supportive during my dark days with no proper sewer system. It is a shame what Discovery do to their clients.