1 reviews | Active since Jan 2014
Taking money for a product that they don't insure under their policies and then claim that they weren't advised...
<p>I took out building insurance with Discovery Insurance back in 2014 on an investment property that we're renting out. I then phoned them during June 2017 to get a quote for another similar property - a phonecall during which they informed me that they can't insure the property if it's being rented out as they don't cover insurance on investment properties - at which point I pointed out that I find it strange as they've been taking my money for the "insurance" on the first property since 2014..? They then said that they would go back to listen to the recording of the phonecall during which I got the first quote (and then refund me the back dated installments), after which they rep**** later claiming that I simply stated that the property was a "6 bedroom property" and not a "3*2bedroom" property that we're renting out (noting that besides this me and the call centre agent obviously also discussed numerous other factors including daytime occupation etc during which I'm 99.9% sure he or she at least had to be able to understand the situation in terms of it clearly being a property that we rented out to tenants). I then asked them to please forward me this recording so that I can listen to it myself (and had to first sign a formal document in order to request it). This was more than a month ago and I simply haven't heard back from them again - how is that for service?! This is most probably because I also pointed out to them that it clearly wasn't my "plan" to "misinform" them (why would I or anyone for that matter put myself at risk of paying a monthly premium only to not end up being insured?!) and that if it's not allowed under their policy - why they then don't they make a point of it to at least just mention this to their potential clients during such a request for a quote phonecall?! The most obvious answer to this will be exactly for the reason of being able to try and take payments and then when it comes to potential claims then claiming that they were "misinformed".! Besides this, logically thinking, I also put it to them that they have a difference address listed on the exact same policy for my own househould contents as well as our cars' addresses - and that the investment property is occupied most of the time by the tenants staying there (i.e. they can't argue that they were under the impression that the investment property was for example our own holiday home etc) - so just based on those logical facts - how on earth can they claim that they were "misinformed"?! Clearly THEY are rather misinforming their clients which in my opinion crosses the line of being a *****ulant act - especially if a client formally requests such a call recording and they simply try to ignore the matter and move on!</p>
Thank you for bringing this to our attention.
Please be advised that we have made a number of calls to you today, but have only reached your voice mail.
In the interim we have followed up on your call request, and have initiated the process to deliver the sales call.
The package will likely be collected from the Discovery offices on Monday, please allow 48-72 hours from then for the package to reach you.
We apologize for the inconvenience.
Regards,
Sakhe
Discovery Insure
Thank you for bringing this to our attention.
Please be advised that we have made a number of calls to you today, but have only reached your voice mail.
In the interim we have followed up on your call request, and have initiated the process to deliver the sales call.
The package will likely be collected from the Discovery offices on Monday, please allow 48-72 hours from then for the package to reach you.
We apologize for the inconvenience.
Regards,
Sakhe
Discovery Insure
I posted the above report on 21 June. It's now been 11 days since then and 8 days since the "48-72 hours" started which they requested me to wait in order for them to "collect the package of the sales call" (that I also already requested back on 20 June (i.e. SIX WEEKS AGO!) and as I've come to expect from Discovery Insure yet again they failed to get back to me in this regard...
Dear Sakhe - please note that I didn't receive any voice messages from you or any other Discovery Insure representative since then but you do also have my e-mail address on your system so if you fail to get through to my phone yet again - please just send an e-mail instead. With all due respect in a case like this I suppose that's the least (or at least the logical thing to do) that someone from Discovery Insure could've done if they couldn't get through to me on my phone - noting that I obviously cant't take calls in the middle of meetings and also can't respond on any missed calls or voicemails afterwards if I never received them according to my phone...
Dear Public - if it's such a struggle to just get a recoreded sales call out of Discovery Insure (in which they claim to be trying to prove that I apparentely "misinformed" them in terms of building insurance that we took out with them on a property that we're renting out (cases which they don't insure for who knows what reason), even though they've got a different address for our household contents as well as our cars on the exact same policy as the one in question - and the address in question (the one that we're renting out) is marked off as "occupied" (i.e. they can't argue that they thought that the second address is perhaps our holiday home as we can't permanently occupy more than one property!), so they're basically trying to look past the fact that their sales agent clearly failed to misinform me of the fact that they don't provide building insurance on properties that the owners rents out in order to try and push the blame onto me - what they also conveniently try and avoid is the fact that the only reason why/how I realised this was when we bought another property a few years later (noting that we never even put in any claims on the property in question) that we also want to rent out and thus I phoned them for the very reason of taking out similar insurance as the property in question, i.e. providing them with similar info on the second property as the first property - and besides all of this, just thinking logically here, why on earth would anyone out of own will/knowledge pay premiums on a product that the respective insurer doesn't even insure in the first place?! ), then I can only imagine what kind of a struggle you can expect with Discovery Insure in the case of having to put an actual claim in with them...
I posted the above report on 21 June. It's now been 11 days since then and 8 days since the "48-72 hours" started which they requested me to wait in order for them to "collect the package of the sales call" (that I also already requested back on 20 June (i.e. SIX WEEKS AGO!) and as I've come to expect from Discovery Insure yet again they failed to get back to me in this regard...
Dear Sakhe - please note that I didn't receive any voice messages from you or any other Discovery Insure representative since then but you do also have my e-mail address on your system so if you fail to get through to my phone yet again - please just send an e-mail instead. With all due respect in a case like this I suppose that's the least (or at least the logical thing to do) that someone from Discovery Insure could've done if they couldn't get through to me on my phone - noting that I obviously cant't take calls in the middle of meetings and also can't respond on any missed calls or voicemails afterwards if I never received them according to my phone...
Dear Public - if it's such a struggle to just get a recoreded sales call out of Discovery Insure (in which they claim to be trying to prove that I apparentely "misinformed" them in terms of building insurance that we took out with them on a property that we're renting out (cases which they don't insure for who knows what reason), even though they've got a different address for our household contents as well as our cars on the exact same policy as the one in question - and the address in question (the one that we're renting out) is marked off as "occupied" (i.e. they can't argue that they thought that the second address is perhaps our holiday home as we can't permanently occupy more than one property!), so they're basically trying to look past the fact that their sales agent clearly failed to misinform me of the fact that they don't provide building insurance on properties that the owners rents out in order to try and push the blame onto me - what they also conveniently try and avoid is the fact that the only reason why/how I realised this was when we bought another property a few years later (noting that we never even put in any claims on the property in question) that we also want to rent out and thus I phoned them for the very reason of taking out similar insurance as the property in question, i.e. providing them with similar info on the second property as the first property - and besides all of this, just thinking logically here, why on earth would anyone out of own will/knowledge pay premiums on a product that the respective insurer doesn't even insure in the first place?! ), then I can only imagine what kind of a struggle you can expect with Discovery Insure in the case of having to put an actual claim in with them...
Please be advised that we have logged a FedEx query to confirm that the package was shipped and received, we have sent the tracking number and await their feedback.
We will advise once we have received a response.
Please be advised that we have logged a FedEx query to confirm that the package was shipped and received, we have sent the tracking number and await their feedback.
We will advise once we have received a response.