SN
Sanele N
1 reviews | Active since Jul 2019
08 Apr 2026, 04:55
Terrible Service and Poor Communication and bad attitude from Discovery Insure
Terrible service and poor communication from Discovery Insure. Claim was initiated on 25th of March, no communication from Discovery till 30th of March were the consultant was unapologetic about the poor communication and had a don't care attitude on the line. 30 March i inform them of my unhappyness and seek a resolution. 30 March they authorise my claim without addressing my issue/concern and low/unrealistic value amount were. 07 April 7days latter the Consultant and the applicable Manager avoid my calls and are yet to get back to me to find a resolution. Considering leaving Discovery as a whole.
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Replies (4)
Discovery Insure's replyOfficial
08 Apr 2026, 08:20Good Day Sanele
Thank you for bringing this matter to our attention. We are truly sorry for this experience and have escalated your concerns to our claims team for urgent assistance.
One of our team members will be in contact with you during the day to address your concerns.
Regards
Discovery Insure
Thank you for bringing this matter to our attention. We are truly sorry for this experience and have escalated your concerns to our claims team for urgent assistance.
One of our team members will be in contact with you during the day to address your concerns.
Regards
Discovery Insure
Discovery Insure's reply08 Apr 2026, 08:20
Official
Good Day Sanele
Thank you for bringing this matter to our attention. We are truly sorry for this experience and have escalated your concerns to our claims team for urgent assistance.
One of our team members will be in contact with you during the day to address your concerns.
Regards
Discovery Insure
Thank you for bringing this matter to our attention. We are truly sorry for this experience and have escalated your concerns to our claims team for urgent assistance.
One of our team members will be in contact with you during the day to address your concerns.
Regards
Discovery Insure
Discovery Insure's replyOfficial
08 Apr 2026, 16:13Good day
As per our Plan Guide, devices are replaced on a like-for-like basis (same make, model, or closest equivalent). If you choose to upgrade, Discovery Insure will only cover the insured value, and you will be responsible for the difference, as well as the excess.
Alternatively, a cash settlement may be offered, limited to the replacement value less excess, allowing you to purchase a device of your choice.
Please note that a cash settlement has already been processed, as previously communicated, and you signed acceptance of this option.
Kindly let us know if you require any further clarification.
Regards
Discovery Insure
As per our Plan Guide, devices are replaced on a like-for-like basis (same make, model, or closest equivalent). If you choose to upgrade, Discovery Insure will only cover the insured value, and you will be responsible for the difference, as well as the excess.
Alternatively, a cash settlement may be offered, limited to the replacement value less excess, allowing you to purchase a device of your choice.
Please note that a cash settlement has already been processed, as previously communicated, and you signed acceptance of this option.
Kindly let us know if you require any further clarification.
Regards
Discovery Insure
Discovery Insure's reply08 Apr 2026, 16:13
Official
Good day
As per our Plan Guide, devices are replaced on a like-for-like basis (same make, model, or closest equivalent). If you choose to upgrade, Discovery Insure will only cover the insured value, and you will be responsible for the difference, as well as the excess.
Alternatively, a cash settlement may be offered, limited to the replacement value less excess, allowing you to purchase a device of your choice.
Please note that a cash settlement has already been processed, as previously communicated, and you signed acceptance of this option.
Kindly let us know if you require any further clarification.
Regards
Discovery Insure
As per our Plan Guide, devices are replaced on a like-for-like basis (same make, model, or closest equivalent). If you choose to upgrade, Discovery Insure will only cover the insured value, and you will be responsible for the difference, as well as the excess.
Alternatively, a cash settlement may be offered, limited to the replacement value less excess, allowing you to purchase a device of your choice.
Please note that a cash settlement has already been processed, as previously communicated, and you signed acceptance of this option.
Kindly let us know if you require any further clarification.
Regards
Discovery Insure
SN
Sanele N's updateReviewer Update
08 Apr 2026, 17:19Information above is noted, however the following concerns have not been addressed.
1. Why was I not contacted by the claims representative for over 7 days.
2. Why were my requests for clarity an explanation from the claims representative and the applicable manager ignored for over 7 days.
3. Till today, neither has called me as a client to ascertain what exactly is my concern or matter of clarity as a client.
4. How long are you planning on ignoring my concern, is that how Discovery Insure deals with client, they simply do not address their concerns in an amicable manner and ignore them for over 7 days?
The reason why I eventually signed the document as you have indicated is that after waiting for 7 days for communication from Discovery i eventually gave up receiving a call or Discovery returning my call as it appears as if you simply tell clients to accept your oppinion or they simply get ignored.
1. Why was I not contacted by the claims representative for over 7 days.
2. Why were my requests for clarity an explanation from the claims representative and the applicable manager ignored for over 7 days.
3. Till today, neither has called me as a client to ascertain what exactly is my concern or matter of clarity as a client.
4. How long are you planning on ignoring my concern, is that how Discovery Insure deals with client, they simply do not address their concerns in an amicable manner and ignore them for over 7 days?
The reason why I eventually signed the document as you have indicated is that after waiting for 7 days for communication from Discovery i eventually gave up receiving a call or Discovery returning my call as it appears as if you simply tell clients to accept your oppinion or they simply get ignored.
SN
Sanele N's update08 Apr 2026, 17:19
Reviewer Update
Information above is noted, however the following concerns have not been addressed.
1. Why was I not contacted by the claims representative for over 7 days.
2. Why were my requests for clarity an explanation from the claims representative and the applicable manager ignored for over 7 days.
3. Till today, neither has called me as a client to ascertain what exactly is my concern or matter of clarity as a client.
4. How long are you planning on ignoring my concern, is that how Discovery Insure deals with client, they simply do not address their concerns in an amicable manner and ignore them for over 7 days?
The reason why I eventually signed the document as you have indicated is that after waiting for 7 days for communication from Discovery i eventually gave up receiving a call or Discovery returning my call as it appears as if you simply tell clients to accept your oppinion or they simply get ignored.
1. Why was I not contacted by the claims representative for over 7 days.
2. Why were my requests for clarity an explanation from the claims representative and the applicable manager ignored for over 7 days.
3. Till today, neither has called me as a client to ascertain what exactly is my concern or matter of clarity as a client.
4. How long are you planning on ignoring my concern, is that how Discovery Insure deals with client, they simply do not address their concerns in an amicable manner and ignore them for over 7 days?
The reason why I eventually signed the document as you have indicated is that after waiting for 7 days for communication from Discovery i eventually gave up receiving a call or Discovery returning my call as it appears as if you simply tell clients to accept your oppinion or they simply get ignored.
Discovery Insure's replyOfficial
09 Apr 2026, 09:19Good day
Thank you for your correspondence. Your concerns have been noted.
We sincerely apologise for the delay in communication and for the frustration caused by the lack of engagement from the Claims Representative and the relevant manager. This is not the level of service we aim to provide, and we understand your dissatisfaction.
Please note that Claims has confirmed there was communication with your broker, and that you had authorised them to engage with the broker regarding this matter. However, we acknowledge your concern that you were not contacted directly, and that your requests for clarity were not addressed timeously.
We also note your feedback that the settlement document was signed after a prolonged period without communication. Your concerns in this regard are fully understood.
Regards
Discovery Insure
Thank you for your correspondence. Your concerns have been noted.
We sincerely apologise for the delay in communication and for the frustration caused by the lack of engagement from the Claims Representative and the relevant manager. This is not the level of service we aim to provide, and we understand your dissatisfaction.
Please note that Claims has confirmed there was communication with your broker, and that you had authorised them to engage with the broker regarding this matter. However, we acknowledge your concern that you were not contacted directly, and that your requests for clarity were not addressed timeously.
We also note your feedback that the settlement document was signed after a prolonged period without communication. Your concerns in this regard are fully understood.
Regards
Discovery Insure
Discovery Insure's reply09 Apr 2026, 09:19
Official
Good day
Thank you for your correspondence. Your concerns have been noted.
We sincerely apologise for the delay in communication and for the frustration caused by the lack of engagement from the Claims Representative and the relevant manager. This is not the level of service we aim to provide, and we understand your dissatisfaction.
Please note that Claims has confirmed there was communication with your broker, and that you had authorised them to engage with the broker regarding this matter. However, we acknowledge your concern that you were not contacted directly, and that your requests for clarity were not addressed timeously.
We also note your feedback that the settlement document was signed after a prolonged period without communication. Your concerns in this regard are fully understood.
Regards
Discovery Insure
Thank you for your correspondence. Your concerns have been noted.
We sincerely apologise for the delay in communication and for the frustration caused by the lack of engagement from the Claims Representative and the relevant manager. This is not the level of service we aim to provide, and we understand your dissatisfaction.
Please note that Claims has confirmed there was communication with your broker, and that you had authorised them to engage with the broker regarding this matter. However, we acknowledge your concern that you were not contacted directly, and that your requests for clarity were not addressed timeously.
We also note your feedback that the settlement document was signed after a prolonged period without communication. Your concerns in this regard are fully understood.
Regards
Discovery Insure