Subject: FORMAL COMPLAINT – Unacceptable Delay, Poor Communication and Ongoing Issues With My Motor Vehicle Claim

Subject: FORMAL COMPLAINT – Unacceptable Delay, Poor Communication and Ongoing Issues With My Motor Vehicle Claim

To: Discovery Insure and Renew It Mount Edgecombe

Dear Discovery Insure and Renew It Management,

I am writing to formally express my deep frustration, disappointment and concern regarding the handling of my motor vehicle claim following an accident that was not my fault.

My vehicle was involved in an accident where a third party drove into me and accepted responsibility for causing the accident.

My vehicle was booked into Renew It Mount Edgecombe on 19 July 2026, and my car hire was arranged through my insurance on 20 July 2026.

Today is 20 August 2026, and I still do not have my vehicle back.

That is an entire month without my vehicle, despite me paying a substantial insurance premium and having done absolutely nothing to cause this accident.

What is even more concerning is that my vehicle has apparently failed multiple assessor inspections because NetAssess has not been satisfied with the work carried out on the vehicle.

I was also informed that an original bumper needed to be fitted because the generic bumper originally used was leaving visible gaps and was not fitting correctly. This is extremely concerning to me. If I am paying for comprehensive insurance and my vehicle is being repaired through an approved repairer, I expect the repairs to be completed properly, professionally and to an acceptable standard.

Instead, I now find myself caught between Discovery Insure, NetAssess and Renew It, with each party seemingly giving me a different version of what is happening.

When I attend Renew It, I am effectively told to take the vehicle as it is and not to rely on what the assessor has told me. On the other hand, Discovery tells me that they are working on the matter and that an assessor will assist me when I collect the vehicle, while I am apparently expected to use the vehicle temporarily while the correct bumper is still being sourced.

This is completely unacceptable.

I should not have to become the middleman between the insurer, assessor and repairer. I am the paying customer. I should not have to repeatedly chase different parties to establish what is happening with my own vehicle.

I have been nothing but patient, kind and respectful throughout this entire process. However, my patience has now run out.

It is now past close of business on 20 August 2026, and I am still without my vehicle.

I understand that accidents happen and that repairs can sometimes take longer than expected. What I cannot accept is the lack of urgency, poor communication, repeated delays and the fact that I am being left to deal with the consequences of problems between Discovery, NetAssess and the repairer.

I also find the communication process extremely frustrating. I cannot seem to obtain a direct contact person who takes ownership of my claim and communicates with me on a one-on-one basis. Instead, I make calls and then receive follow-up correspondence much later, often when it suits the relevant department rather than when the matter requires urgent attention.

I am a paying customer, and I expect to be treated as such.

I took out insurance with Discovery because I expected that, should something happen, I would have the peace of mind of knowing that my insurer would take control of the situation and get me back on the road as quickly and efficiently as possible.

Instead, this experience has caused me enormous frustration, stress and emotional exhaustion.

I therefore request that this matter be escalated immediately to a senior manager who can take ownership of my claim and provide me with:

1. A full explanation as to why my vehicle has still not been returned after one month. 2. A clear report on all assessor failures and the outstanding repairs. 3. Confirmation of exactly what work still needs to be completed. 4. Confirmation that the correct original bumper will be fitted. 5. A firm and realistic date for the completion and return of my vehicle. 6. An explanation of what Discovery intends to do to compensate me for the unreasonable inconvenience and extended loss of use of my vehicle. 7. A single point of contact who will take responsibility for communicating with me until this matter is completely resolved.

I also expect Discovery and Renew It to appreciate that I should not be pressured into accepting a vehicle that has not been repaired to the required standard simply because the parties involved are experiencing delays or disagreements.

I have paid my premiums. I have cooperated throughout the claim. I have been patient. I have followed the processes required of me.

I now need Discovery and Renew It to do the same level of work and demonstrate the same level of urgency on my behalf.

Quite frankly, Discovery and Renew It — please do better.

The manner in which this claim has been handled has seriously damaged my confidence in both the insurer and repairer. I genuinely expected a much better level of service from a company such as Discovery.

If this matter is not resolved urgently and satisfactorily, I will have no alternative but to escalate my complaint through the appropriate formal complaint and dispute-resolution channels and share my experience publicly across social media and relevant consumer platforms so that other consumers can understand what my experience has been.

I sincerely hope that this will not be necessary.

I am asking for someone senior at Discovery to please step in, take ownership of this matter and treat it with the urgency it deserves.

I want my vehicle back — properly repaired, correctly repaired and safe to drive — without any further excuses or unnecessary delays.

I look forward to receiving an urgent response.

Yours faithfully,

Stephanie Moodley