THE MOST DISGUSTING INSURANCE COMPANY EVER

1) on 15 March 2018 I met with a motor vehicle accident in the early morning and lost consciousness. My debit order was to go off for my discovery insurance premium. It stands to reason that I didn’t have enough time to to ensure funds were available in the correct account( I usually make funds available from investment accounts, as I am in the midst of emigrating). I was informed via email subsequently in the following week that I had a 15 day grace period. 2) By the time the 15 day grace period was reached it was in the middle of the Easter holiday, and it was by the 3rd april 2018 that I would only have been able to make payment. 3) Interestingly I had an appointment with a representive of discovery ( Dylan Coetzee) who came to his home and introduced himself as the assessor for discovery. I subsequently found out that he MISREPRESENTED himself and was actually an investigator for discovery. 4) I informed him of the predicament I was in with the premiums and I wanted bank details to make a manual deposit , and he told me not to worry. I also told him I was extremely traumatized as I did not know if anyone else was harmed in the accident. He assured me he will look into it. 5) after unsuccessfully getting any information telephonically from Mr Coetzee regarding banking details, I emailed him on 5thApril ( which I have evidence of) asking Mr Coetzee if I can make payment by 6th or 7th ( my request is now for a 3rd time, seeing that I still wasn’t given details for a manual payment since 3rd or 4th and I didn’t have transport until 7th to get to a bank) , and he said in his replying email; “ not a problem”. No banking details were forthcoming again.

6) on 7 April ( it was a Saturday) I became anxious and suspicious of Mr Coetzee, and called discovery insure customer care line, and found out it becomes an emergency call Centre on weekends. It meant I still had no way to make payment. 7) Oddly on 7 April I received an email from discovery that was back dated to 5 April that my policy had lapsed. This obviously made me more worried and agitated, as Mr Coetzee explicitly told me “ not a problem” 8) On Monday- 9 April 2018, I called discovery insure again, and explained my predicament to the client services consultant, also telling them that I received an email informing that my cover lapsed on 5 April 2018 according to the email but I only received this email on 7 April, who apologized for the situation and explicitly used the word that he will RESTORE my policy. A debit order went off my bank account within hours of the telephonic conversation which was recorded by discovery. 9) In the meantime, Mr Coetzee continued his INVESTIGATION ( and not assessment ) of the accident, and wanted consent to my medical information . I freely gave consent to my admission to hospital and tests run related to the accident on 15 March 2018. Of course, there was nothing untoward found in my medical tests/ reports.

10) On 13 April 2018, I received an email from Mr Coetzee with a rejection letter of my claim stating that it was due to non payment of my premium.

11) I consulted with my legal team who informed me I had good grounds to repudiate the rejection letter and escalate the matter. I did so on 16 April 2018.

12) I received a vague reply on 20 April 2018, again stating non payment of premiums, but completely ignoring that both Mr Coetzee essentially gave me permission to pay by 7 April 2018, and the client services department misled me in a similar manner by telling me my policy will be restored. NOTE it is this letter that made me aware that Mr Coetzee was not the assessor, as the assessor was a Mr du Plessis. Again, this letter received on 20 April was dated 15 March 2018!

13) I received an e-mail the same day stating my policy issued on 9 April was also cancelled due to misrepresentation . Can someone please explain what I have done wrong with this new policy?

I am highly confused as to how discovery representatives could blatantly lie to me on the following issues and ignore my complaints regarding them: 1) the investigator is an assessor. 2) the investigator ( who ultimately decides the fate of the claim) tells me it was alright to pay my premium by 7 April, but not furnish me with banking details 3) I was misled into believing my policy was being RESTORED by the client services department, but was issued a new policy that commenced on 9 April 2018 4) after giving discovery email proof and information of the time and date of the telephonic conversations above, they still chose to ignore every sentence written in my complaint, and reverted to the “ fine print” excuse

THE BEST PART IS I RECEIVE AN EMAIL TODAY, 30 APRIL 2018, that my car has been written off as it is deemed unrepairable.

On last question to the discovery team: IF THE LAPSE IN MY COVER WAS THE SOLE REASON FOR NOT HONORING THE CLAIM, WHY DID YOU CONTINUE INVESTIGATING AND ASSESSING ME AND MY VEHICLE RIGHT UNTIL TODAY, 45 DAYS, AFTER THE ACCIDENT ?

I can only think of this as being a Machiavellian manner in which you are wanting to avert your responsibility to a decision you already made, as can be seen by your assessment letter dated 15 March 2028, but sent to me 30 April 2018.

You clearly are grasping at straws and do not want don’t want to pay for the value of a super car being written off and put all blame on me. Shame on you discovery! You don’t even deserve one star. And if you fail to give me answers on this forum , then not only will I seek relief from the ombudsman, but I will also be taking this matter up civilly