They certainly do “Discover” new ways to offer clients the worst kind of service!

I was initially very happy with Discovery insure based on the first time experience and service I had received last year September when one of my vehicles gave out on me and Emergency services helped get me and vehicle to safety in a record amount of time.

Fast forward to the evening of 26th January 2023, whereby I was involved in an accident. I attempted to submit a claim on the Discovery app, countless number of times that evening, and that useless app kept on giving me a system error. So,I then tried to log a claim on the website, and still received a system error. The following morning after the accident I called in to submit a claim telephonically, and yet again I was told by the consultant that they are experiencing issues with their system and that they are unable to submit my claim, however they have escalated the matter. I was given a QC number (QC422757) and told to wait on a consultant to call me back, and that should I never get a call back, I should give them a call and follow up on my claim. No surprise there, I certainly was not called back, so I then called Discovery on the 29th of January (Saturday) to follow up. The consultant I spoke to, told me on his side my claim was registered (***) and that I could take my vehicle in for assessment at the Menlyn Discovery Insure Assessment Centre probably on Tuesday, however I should await a call from the Assessment Centre by which they will confirm date and time.

On the 30th of January I got a call, and the assessment was booked for the 2nd of February 2023. I certainly showed up for my appointment on the day, and had my vehicle assessed. Upon completion, the assessor said I should receive a call from insurance within 3 to 5 business days.

Yet again, no one from Discovery called me, and so I took it upon myself to call them (9 February 2023). Only to be told by a consultant named Lyle that my claim is incomplete and it was submitted incorrectly, therefore we would have to start afresh with my claim. At this point I am just furious and shocked at this new information that has come to light ,because had I not called and waited on that phone call that was never gonna happen, I would have never known that there is no claim.

Nonetheless, I could understand that it was not Lyle’s fault and was cooperative and we went through that claims submission process all over again. Upon giving all that information, Lyle told me the system is giving him an error and it is not allowing him to submit the claim. As per Lyle, his manager also experienced the same issue when she tried to submit my claim on her side, with all my information that he had saved. Lyle told me they had contacted the IT department, and that they will await feedback, and he will also on his side contact the assessment centre, to follow up on my assessment because on the “system “ there was no assessment report submitted. Lyle assured me that he would call me the following morning to give feedback.

And well, the cycle never ends… he never called me. So today (10th February 2023) I called Discovery, and was put through to a consultant named Tshikalanga, and yet again I am told there is not claim and I have go through that tedious process again and give all the information about the accident. At this point I was honestly not shocked when he(Langa) also told me that the “system” is giving him an error therefore he cannot submit my claim. He too, told me the same thing… he will escalate the matter and find out from the IT department what the issue could be, and that he will call me before he leaves work just to give me an update. All I received was an email with my claim number (***).

Honestly I’m appalled 🤮at the poor service I have received from Discovery Insure. It is one reassurance after the other, being sent from pillar to post over a stupid system error that they clearly can not resolve. This is infuriating to say the least, because every month when Discovery has to deduct their premiums there are NO system errors but when it comes to processing my claim and all I keep getting for over two weeks is “system error” 😐. So what exactly am I paying for monthly if they cannot even deliver the service they have promised me? And is Discovery implying that my damaged vehicle’s repairs will be put on hold for as long as they cannot resolve the issue with their system? I do not see why I should be tolerating this kind of service for a system error that was certainly not a product of my doing!!!!!