TERRIBLE SERVIE AND ATTITUDE

NB: the CEO was copied in out of frustration and received an automatic reply stating I don't have the clearance to send emails to her. just WOW!!! If you going to set your inbox up like that then make sure your staff are properly equipped and trained to handle customers.

EVERY Claim I have had with discovery has been an uphill battle.

I am completely appalled by the don't care attitude of the staff at discovery.

1. Still no call form them to date just a sloppy email saying my issue will be dealt with in 72 hours!!! 2. My husband was on the call with discovery for 50 minutes....got transferred from pillar to post and was told we took the additional cover for the courtesy car too late!!!!

On a separate note your fuel cash back is a ****, we have not received cash back for November or December yet

I will definitely be cancelling my policy once the repairs are concluded.

And I will look at taking away my entire portfolio to someone else. There is plenty competition out there and you guys clearly don't need the business judging from you lack or service.

Email sent 31 Jan 2024 To whom it may concern:

We have not had a courtesy call from the claims handler since our brokers request.

Please be advised that we logged a claim for damages on our vehicle on 13 November 2023.

Due to the high volumes of claims and the approach of the festive season the appointed autobody could only accommodate my vehicle on the 15 January 2024

We did enquire with Discovery if we could use an alternative service provider that was able to accommodate us and this request was denied.

When the vehicle was handed in for repairs we were advised that it would take 15 to 20 working days, my calculation takes us to 2 Feb for 15 days & 9 Feb for 20 days.

When the vehicle was handed in we realised that we did not have a courtesy vehicle included in the policy and I immediately added one onto my policy when I realized this.

We have made plans around having one vehicle for the stipulated period and we cannot extend our plans beyond the dates the panel beater has committed and communicated.

We have been receiving updates via SMS from the service provider, on the 24th Jan we received a SMS stating that the vehicle is in the stripping department awaiting additional approvals, we immediately contacted them and enquired how this would impact the timelines committed to, they were able to commit to a date.

We received another SMS yesterday afternoon stating that the additional have been approved and they are awaiting parts.

Still no communication on when the updated timelines are, I thereafter contacted discovery and spoke to them and the agent I spoke to connected me to panel beater and they proceed to agree with each other and tell me there is nothing that can be done and they cannot confirm a completion date for the vehicle.

My broker has been trying to assist and their requests are also being ignored.

Please advise the way forward, we need the service provider to commit to a date on when the vehicle will be completed, I need to be provided with an alternative mode of transport if the dates committed to are not upheld.

My company vehicle repairs have also been stalled as a result of this.

We urgently need clarity on the way forward.