gS
graham S
1 reviews | Active since Nov 2013
08 Oct 2020, 06:59
TERRIBLE CUSTOMER CARE SERVICE
I have become utterly exasperated at how poorly this Company carries out it's business of troubleshooting and customer service delivery. I have been experiencing some problems with the vehicle tracking application and profiling for one of my vehicles for some time now. One query I raised in 2019 has still not been resolved! Basically there seems to be no useful record kept of communications and no coordination. I am constantly phoning the helpline and find myself repeating the problem to a different Consultant every time! Instead of getting back to me proactively with a resolution nothing happens! Now my latest emails of complaint have been returned saying 'can't be delivered because you do not have permissions to send to this email address ". I have even copied in their CEO and had no response! They could really learn a lot from a Company I deal with called RSA web - if there is a problem they follow through and keep me informed on a daily basis - that is great service. There is also no need to keep repeating the issue as they constantly update their records - all I give them is my account number and my information is at hand. My confidence in Discovery Insure is now very low and I really hope that I won't have to make a claim with them - I am pretty sure it would not be a 'seamless' experience! I have to say that I am on the verge of taking my business elsewhere - there is a lot of competition out there!
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Replies (3)0
Replies (3)gS
graham S's updateReviewer Update
08 Oct 2020, 13:43Thank you for your reply, however, I have exhausted the screenshot route - several sent to maintenance and none resolved! Please note that I have forwarded my most recent emails to you this afternoon, which clearly states the difficulties I am experiencing.
gS
graham S's update08 Oct 2020, 13:43
Reviewer Update
Thank you for your reply, however, I have exhausted the screenshot route - several sent to maintenance and none resolved! Please note that I have forwarded my most recent emails to you this afternoon, which clearly states the difficulties I am experiencing.
gS
graham S's updateReviewer Update
10 Oct 2020, 08:35Further to the reply received from Discovery on this forum, which looks like a standard reply aimed to pacify and delay : 'Good day Graham
Thank you for bringing this matter to our attention.
Please note that we are trying to get a hold of you at the drafting of this response with no avail.
Please email a screen shot of the error experienced on the app to
***
We will endeavour to assist you with haste.
Apologies for any inconvenience caused.
Regards
Discovery Insure '
I would like to point out that their alleged efforts to 'get hold of me', as far as I can see, amounted to one missed call ***?). I was possibly driving at the time so obviously unsafe to reply. This really does not amount to a persistent effort to contact me. I have sent further mails to the maintenance and complaints email addresses and of course the usual computer auto-generated reply arrives. No follow up, no assistance, no information - nothing.
With regards to screenshots, I have already sent these to the maintenance and complaints mail addresses and did so again yesterday. Still no helpful response.
Thank you for bringing this matter to our attention.
Please note that we are trying to get a hold of you at the drafting of this response with no avail.
Please email a screen shot of the error experienced on the app to
***
We will endeavour to assist you with haste.
Apologies for any inconvenience caused.
Regards
Discovery Insure '
I would like to point out that their alleged efforts to 'get hold of me', as far as I can see, amounted to one missed call ***?). I was possibly driving at the time so obviously unsafe to reply. This really does not amount to a persistent effort to contact me. I have sent further mails to the maintenance and complaints email addresses and of course the usual computer auto-generated reply arrives. No follow up, no assistance, no information - nothing.
With regards to screenshots, I have already sent these to the maintenance and complaints mail addresses and did so again yesterday. Still no helpful response.
gS
graham S's update10 Oct 2020, 08:35
Reviewer Update
Further to the reply received from Discovery on this forum, which looks like a standard reply aimed to pacify and delay : 'Good day Graham
Thank you for bringing this matter to our attention.
Please note that we are trying to get a hold of you at the drafting of this response with no avail.
Please email a screen shot of the error experienced on the app to
***
We will endeavour to assist you with haste.
Apologies for any inconvenience caused.
Regards
Discovery Insure '
I would like to point out that their alleged efforts to 'get hold of me', as far as I can see, amounted to one missed call ***?). I was possibly driving at the time so obviously unsafe to reply. This really does not amount to a persistent effort to contact me. I have sent further mails to the maintenance and complaints email addresses and of course the usual computer auto-generated reply arrives. No follow up, no assistance, no information - nothing.
With regards to screenshots, I have already sent these to the maintenance and complaints mail addresses and did so again yesterday. Still no helpful response.
Thank you for bringing this matter to our attention.
Please note that we are trying to get a hold of you at the drafting of this response with no avail.
Please email a screen shot of the error experienced on the app to
***
We will endeavour to assist you with haste.
Apologies for any inconvenience caused.
Regards
Discovery Insure '
I would like to point out that their alleged efforts to 'get hold of me', as far as I can see, amounted to one missed call ***?). I was possibly driving at the time so obviously unsafe to reply. This really does not amount to a persistent effort to contact me. I have sent further mails to the maintenance and complaints email addresses and of course the usual computer auto-generated reply arrives. No follow up, no assistance, no information - nothing.
With regards to screenshots, I have already sent these to the maintenance and complaints mail addresses and did so again yesterday. Still no helpful response.
gS
graham S's updateReviewer Update
10 Oct 2020, 08:42To illustrate how extremely poorly the Discovery Insure maintenance Department operates, the following is my latest response to one of their rare replies to me:
"
"
Dylaan,
This query does not refer to the daily points update, it has to do with the allocation of points for passing the online driving course by the secondary driver, Ms Epiephania Nyungu. I pointed out that this has not happened and have done so several times. I really don’t understand how you can confuse the two?
I actually sent the same query last year on the 1 October ( your reference was ***) and also had no resolution!
I am also attaching a petrol receipt dated 5 Oct 20 which is not reflecting on the dashboard – is this also not a functioning part of the dashboard?
I am still awaiting a resolution to the faulty driving application for the secondary driver which stopped recording on the 6th of September – this has been highlighted to Discovery Insure several times by telephone and email but has not been actioned. We have not even received an acknowledgement that it is being attended to, apart from the autogenerated response. I would have expected a professional Company to be actively pursuing a solution and updating me by phone and/or email on a daily basis. It really appears that there is just no sense of a will to resolve these issues at all!
These issues are costing me much time, stress and loss of fuel cashback potential on a daily basis, with an apparent lack of care and attention from Discover Insure!
Regards,
Graham Shilstone
Tel: ***
Cell: ***
gS
graham S's update10 Oct 2020, 08:42
Reviewer Update
To illustrate how extremely poorly the Discovery Insure maintenance Department operates, the following is my latest response to one of their rare replies to me:
"
"
Dylaan,
This query does not refer to the daily points update, it has to do with the allocation of points for passing the online driving course by the secondary driver, Ms Epiephania Nyungu. I pointed out that this has not happened and have done so several times. I really don’t understand how you can confuse the two?
I actually sent the same query last year on the 1 October ( your reference was ***) and also had no resolution!
I am also attaching a petrol receipt dated 5 Oct 20 which is not reflecting on the dashboard – is this also not a functioning part of the dashboard?
I am still awaiting a resolution to the faulty driving application for the secondary driver which stopped recording on the 6th of September – this has been highlighted to Discovery Insure several times by telephone and email but has not been actioned. We have not even received an acknowledgement that it is being attended to, apart from the autogenerated response. I would have expected a professional Company to be actively pursuing a solution and updating me by phone and/or email on a daily basis. It really appears that there is just no sense of a will to resolve these issues at all!
These issues are costing me much time, stress and loss of fuel cashback potential on a daily basis, with an apparent lack of care and attention from Discover Insure!
Regards,
Graham Shilstone
Tel: ***
Cell: ***