Terrible service

Still no help from discovery insure, really the worst customer experience I have had in my life, my claim has been rejected, even after a letter from Audi has been submitted clearly stating that a non oem windscreen will void the Audi warranty I have for the windshield parts like rain sensors, I have provided this letter from Audi management, proof of warranty, proof of payment of warranty. What is worse is they say it’s standard practice but a same claim was approved after fights 3 years ago, why did you approve my claim for oem glass 3 years ago and now you choose to decline my claim, stating I must pay the difference from generic glass. I have asked to speak to a manager to no avail, but you are very quick and helpful when signing us up but claims becomes a fight. Discovery insure should be held to account

Dear Complaints Department,I am writing to formally lodge a complaint regarding the handling and subsequent rejection of my recent claim (Reference Number: ***).Despite my full cooperation and provision of all requested documents — including the official letter from Audi and comprehensive warranty documentation — my claim has been rejected without adequate justification. The attached letter from Audi clearly states that the installation of generic glass would void the manufacturer’s warranty, specifically affecting critical components such as the rain sensor.Your claims team has not sufficiently addressed this key point. Instead, the rejection appears to be based on your service provider’s warranty, which has no bearing on my existing contractual warranty with Audi. This decision not only disregards the official stance from the vehicle manufacturer but also sets a concerning precedent for customers who rightfully expect their insurer to protect their investment.Additionally, I would like to highlight that a similar claim I submitted (***) was approved under the same policy three years ago which you have access to (after a similar fight). There has been no material change in circumstances or policy conditions communicated to me that would justify this inconsistency.Given these facts, I respectfully request that this matter be urgently escalated for managerial review. The claim rejection is not only unreasonable but also ignores direct evidence that invalidates the rationale provided by your claims team.Please find attached all relevant documents for your urgent attention:

• Audi letter confirming warranty risk with non-original parts
• Warranty documents showing Audi cover till : Sunday, 11 October 2026
• Related correspondence

I look forward to a prompt response and a fair resolution to this matter. Please confirm receipt of this complaint and advise on the escalation process and next steps.

Days letter and request for escalation to a manager, but I have been ignored both on official email and here