They treat us like we are the ********s

After reading all the negative reviews about Discovery Insure, I initially thought they might be exaggerating. However, after a break-in at our house and going through the claims process, it became painfully clear that the poor service is a reality.

At first, our claim consultant seemed sincere, but after a week and a half, it became evident that Prince Manaka was withholding critical information and playing for time. We also found out that we had to have taken a photo of everything we had to give them proof of ownership. They didn't discuss the Awery with us (found out about it from our new broker). Reaching Prince through the call center was nearly impossible, and every attempt to follow up just delayed the process further. When you call the call centre you talk to the computer and give everything from your ID to your claim number and then you get put with a random person, to which you have to give your full names, email adress and claim number again just to prove that you are you before they let you speak to the person you have been dealing with the whole time.

What’s worse, Discovery Insure seems more focused on scrutinizing their customers at every turn rather than helping them. It felt like they were spending more time and resources trying to avoid paying out than actually addressing our claim. I asked them just to pay out for the tools that was ******, so I could get my front door fixed, to what Prince answered that they could send us a guard to keep us safe at night, how much would that have costed in the 2 and a half weeks it took to get them to pay out? Rather than just pay out R 3000 so I could buy a drill to secure the doors that was broken in the break in. After they confirmed they had all the necessary information and proof of ownerships, we were then blindsided by a rude agent who acted dismissively and blaming my new broker for not giving me all the detail when I joined Discovery. I joined them without a broker. They also didn't get a recording where they stated during the time I joined them that the sales person told me about the proof of ownership and the Awery. Prince told me this himself that the recordings prove that I was correct, but then he also kept on blaming my new broker.

They sent an assesor to come and do an inventory of our house. He wanted to come a week later, to what I answered that he will be there the next day. They calculated that my son that passed away at birth had more than R 7 500 worth of clothing cramped into a small shelf (we didn't even buy diapers or baby accesories for him yet) Prices of items like for like was blown out of proportion and then they told us that we are under insured. Prince told me I could querry this but then I need to give them all the quotes. I didn't querry it because I don't have the time they have. We were paid out about 1/3rd of what was ****** and made to feel like we are the ********s. We were blamed for not having a lot of photos of everything to give as proof of ownership. Items that were ****** and we claimed for were dropped off of the payout. They changed my welder into a 12V - 220V inverter just to drop the price and payout of it. I was ignored on emails. Phoning them took alot of time from me and was mostly of no use. In the end when I needed documents to sign, Prince changed the prefered means of communication from email to phone calls.

Hello Peter should offer a zero-star option, because the way they treat their customers and handle claims is appalling. Withholding information and treating clients poorly seems to be their business model. Think 3 times before insuring with Discovery Insure, because in the end, they will find a way to blame you for everything and reduce the payout as much as possible.