TCF outcomes have not been met - different outcomes from different employees @Discovery

I had a theft incident in my house and opened a case with SAPS case. I then called Discovery to insure to lodge a claim and was told that there is an issue with the address and was referred to the service department where my address was rectified and the lady on the call mentioned to me that she can see that the risk address is my current home which is the one the incident occurred and also confirmed that the person who opened the cover made some errors.

I proceeded to lodge the claim via the contact center number *** where Desorine Bedwell took my claim and requested some information which was submitted within 24 hours.

On Friday afternoon, the 21st of October 2022, I received a call from Ofentse declining my claim due to the address not being covered, I explained the same address issue and requested that she sends me the call recording of the day I took the cover. I was promised that I will receive the recording within 72 hours, but I still do not have them to date.

10 minutes later after my call with Ofentse, I received a call from the administrator handling my claim Desorine who said that there was a mistake from Discovery’s side and the claims has been approved, she further confirmed items that she was ready with and was waiting for a quote for one item, a watch from her provider.

Today, 25 October I received an email from the discovery assessor mentioning that he wants to do an assessment, after receiving this email, I tried numerous times to get hold of Desorine and failed, I then made contact with Andre who confirmed that he wants to assess based on the addresses changes.

I believe that the TCF outcomes have not been met in that;

• Culture and governance o I am not confident that I am dealing with a firm where the fair treatment of customers is essential, because Desorine mentioned that the claim has been approved a few days later I received the contrary • Product Design o I do not believe the product I was sold meets my expectations/performance and standard • Clear Communication o The business has messages and failed to keep me informed