Terrible service!!!

On the 30th of December I had an accident, and the matter was reported to Discovery insure. At first I thought it was a loose ***** because my car was coming from the service but after the assessment, VW Rustenburg reported that the oil sump was cracked. The car was towed to the dealer on the same day (30th of Dec 2022) and I had to wait for discovery to send their accessor to check the car. It took them more than 10 days just to locate the car and this happed because they were using the wrong registration number when calling VW Rustenburg. I had to call them each and every day asking about the status of my car and my claim advisor (Dimakatso Ramotlou) would tell me that she is still waiting for feedback from the assessor who couldn’t locate the car.

I had to intervene and add both discovery and VW Rustenburg to a conference call and that is when the assessor was able to find the car. The assessor from discovery took more than a week to assess the car and even to date I still don’t know what he/she was assessing because I did not even report that report. On the 10th of Jan 2023, the quote was sent to discovery and it was approved on the 17th of Jan 2023 because of the assessor. I had to wait for discovery to transfer the cash to my account and when it reflect I would pay VW to start fixing my car and whole process takes more than 3 days before the amount can reflect at VW. The sump was replaced on the 25 Jan 2023 and there were other problems in the engine. I later wrote to my claim advisor asking her what the assessor was doing and I was told that he/she only assessed the body which was never damaged in the first place.

Another quote was sent to discovery on the 26 Jan 2023 from VW to strip the engine so that they can find the problem and again I had to fight for the delay because the assessor was still busy assessing the quotation. The quote was approved on the 30th of Jan and had to wait again for the amount to be sent to me and transfer to VW. From the 13 Feb 2023 I did not receive any feedback regarding my car from discovery, I had to call VW and Discovery each and every day just to get an update because at that point I was fighting with my claim advisor about the rental car.

So, to cut a long story short, the damage report was sent to Discovery, and they started to play blame games. Discovery decided to hire a person to investigate me for ***** instead of covering my claim after waiting for them for over 3 months. They assigned a company to investigate me and they took an additional 10 days just to analyze data. After a long wait, the report came and I was told that Discovery will not cover my claim based on the assumptions they got from that company. I requested the report so that I could see and I was told that it is private but to be honest the information was wrong because even the date and time of the incident in that report was wrong. Even the tracker report could confirm that, so discovery declined my claim based on assumptions and they trusted another company over me? I have never been offended in my life, a ********?

After 4 months of waiting for my car to be fixed, I am still waiting for the final outcome report to be sent to me which has not happened. I am stuck because I can’t appeal or ask the lawyers to help. I do not have a car and I am still paying my monthly installments to VW and discovery for something that I do not have. This whole process taught me not everything that glitters is gold because I had never expected this terrible service and trauma from Discovery. This whole process has been nothing but stressful to me and I have been in and out of the hospitals. I am now drinking stress pills each and every day. I was never like this, and I hate the fact that I have been a loyal customer for more than 5 years paying a lot of money and also reject other insurance companies expecting that one day I will receive premium services from Discovery. I will be cancelling all my discovery products and It ain't over till the fat lady sings. Thanks for **** service anyways.