1 reviews | Active since Dec 2011
Terrible service/outcome
I must admit that the service was excellent on the day of collision as i continuously received calls to check if all was fine and arrangements for tow vehicle and rental vehicle was done on my behalf. The nightmare began when I couldn’t get hold of my claim handler and the person sitting next to her was providing me with false information ie. that she was busy on a call whilst she was not at work. How else could I believe anything else he told me. Then to find that the part had to be shipped from abroad after wrong part arrived at Panelbeater. Surely these could have been smooth operations from start if the assessor approved new parts and not used parts. Apparently this is allowed as per ombudsman. Another issue being the small rental vehicle I received as nobody keeps us updated with the changes in car groupings and only the rental company decides that certain vehicles won’t form part of a group. This limits us with choices we need to make. I could not fit my baby’s pram into the boot and car seat on the back seat due to space. My wife had to carry my baby each time when the family was out, a bit crazy when downsizing from a Jeep to Mahindra KUV. Discovery said that they provide a vehicle and cannot meet my every need, and it’s up to me to decide if I wanted a more spacious vehicle to meet my family needs and safety. I opted to pay an additional R37 per day just to upgrade to a Hyundai i20 so we could put the pram into the boot and had a more spacious back seat for my other 2 kids as well. I would have opted for a Toyota Corolla but there was a bigger price difference and uncer*****y of how long it would take for shipping a part from abroad. Then I was stressed out since Avis requested I return the vehicle as Discovery only pays for 31 days maximum. The claim handler and **** colleague were not prepared to extend. Once my broker returned from holiday, he took this up further and I received a further extension of 15 days which ends today. I now need to hand in the rental car and it is expected that my vehicle will only be ready for collection in 2 weeks. I am writing to share my experience for other to know what they could face in time of need. We think we pay a lot for excellent service but in time of need, nobody actually cares as they have their own written guidelines to follow. Wonder if there are insurers out there who would provide unlimited days of rental vehicle at least until the vehicle is fully repaired. If not, something to consider to market a great product as an insured person should not be put into a worse off situation than they were before the incident even whilst waiting for repairs to be done.
Thank you for raising your concerns.
Due to the delay in sourcing an incorrect part, additional days were granted in an effort to ameliorate on our standing with you and for the inconvenience. There are various plan types with differing benefits that a client may opt for.
The Classic plan ( which you are on ) comes embedded with 30 days car rental on a group B at no extra cost. This however, does not stop a client from upgrading to a vehicle that best suits their needs over and above this.
More on benefits; To close the gap in the market we have responded with “car hire extender”. This gives you the added advantage to extend up to 60 days and is available at an additional fee on your plan. A quote has been emailed for your consideration.
Neelan we affirm that Industry approved "aftermarket " parts may be considered provided that they don't compromise the safety and reliability of the vehicle and the workmanship -This is applicable on out of warranty vehicles -.
This being In our efforts to help keep insurance premiums low as the cost of repairs has risen significantly over the years.
That being said the repairer & the insurance company has no control over parts delivery or parts availability . However , our partner has confirmed that a vehicle has been provided to you last week already and the vehicle will be ready soon.
We are unfortunate that you felt inconvenienced during the claim stage and can assure you that your review will assist us in becoming better at what we do.
More information will be given to you directly.
Regards
Discovery Insure
Thank you for raising your concerns.
Due to the delay in sourcing an incorrect part, additional days were granted in an effort to ameliorate on our standing with you and for the inconvenience. There are various plan types with differing benefits that a client may opt for.
The Classic plan ( which you are on ) comes embedded with 30 days car rental on a group B at no extra cost. This however, does not stop a client from upgrading to a vehicle that best suits their needs over and above this.
More on benefits; To close the gap in the market we have responded with “car hire extender”. This gives you the added advantage to extend up to 60 days and is available at an additional fee on your plan. A quote has been emailed for your consideration.
Neelan we affirm that Industry approved "aftermarket " parts may be considered provided that they don't compromise the safety and reliability of the vehicle and the workmanship -This is applicable on out of warranty vehicles -.
This being In our efforts to help keep insurance premiums low as the cost of repairs has risen significantly over the years.
That being said the repairer & the insurance company has no control over parts delivery or parts availability . However , our partner has confirmed that a vehicle has been provided to you last week already and the vehicle will be ready soon.
We are unfortunate that you felt inconvenienced during the claim stage and can assure you that your review will assist us in becoming better at what we do.
More information will be given to you directly.
Regards
Discovery Insure