terrible claims proccess by discovery insure they take premiums every month but when its time to pay out claims they seem to have difficulty

I would like to formally lay a complaint against Discovery Insure.

I was in an incident on the 7th of Jan 2022 whereas my vehicle was in water. I immediately called my insurance because that is what they are there for. My vehicle was then towed to the nearest approved panel beater. On the 8th of Jan 2022, my partner who is also the policy holder called Discovery to also ensure all is in order & there will be no issues when it comes to my claim. He was assured by the consultant that we are covered , at no time did anyone indicate that my debit order did not go through, and I need to pay asap as I am still within my grace period. ON the 12th I received an email stipulating need to make payment because my premium was not received. I have been speaking to agents that has been looking at my policy at no time did they tell me this. However as soon as this was received , I made an immediate EFT payment , like I have been doing the past 3 months due to discovery not debiting my account. After this payment was made I confirmed with the consultant & he promised all is in order & I will be covered. I also have recordings that will back up all my statements made. I have been dealing with Dominic Mdlala and Michelle who advised the accounts needs to just allocate my payment. As per discovery they tried debiting me on the 25th of Dec 2021 – which I have proof that it’s not on my bank statement as a failed debit. This was a public holiday , so this statement made is false as they do not run payments on a public holiday.

• The incident took place within my grace period of 15 days • My payment was made within the 15 days grace period (also confirmed by consultant) • No consultant indicated or advised I need to make payment, or I would not be covered • My vehicle has been at the Auction Nation & let’s be real , I’ve been in the industry for a long time , once a vehicle is written off parts gets taken off the vehicle , I cannot take this car back because there is now additional costs that will incur to me • The vehicle has been standing in water since the time of incident , if they advised sooner that I will not be covered this would’ve minimised the damages by me taking my vehicle at the initial time the incident took place • They allocated my payment to the new month whereas my car is a write off based on their damage & assessment report (So what exactly are they covering) • They allocating the payment on the 16TH Jan 2022 whereas the payment would have reflected on the 12th Jan 2022 hence within my grace period (also confirmed by consultant) • If a discovery consultant had been efficient & advised me that I am within my grace period & need to make payment asap none of this would’ve occurred • Discovery arranged for my vehicle papers to be collected & for me to sign ownership over only to advise 3 days later they will not pay out. • All of this is because they are *********** , how do you not advise “your client” that they policy is in arrears after an incident however you are within your grace period & need to pay asap or you will not be covered , this was an oversight on their side not mine therefore I cannot be penalised for their negligence

If you have any queries, please contact me on the below , I need this matter resolved urgently , I will not be bul**** by an insurance that is *********** and does not care about their clients’ interests only their money.

Kind regards,