1 reviews | Active since Jan 2018
Travel insurance
I recently booked a holiday for my wife and me using my Discovery card, which includes travel insurance. A week before our departure, my wife fell ill and I had to cancel the trip. I then submitted a claim to Discovery to recover the costs covered by the travel insurance. The experience has been extremely disappointing: the staff, particular Kathlin Govender, have not been particularly helpful, and each time I provide the requested information, I am asked for further documents or details. It has become a daily struggle to move the claim forward, and it feels as though every minor issue is used as a reason to avoid paying. If Discovery is looking for reasons not to honour claims, why offer this cover at all? After this ordeal, I genuinely feel it would have been better to purchase travel insurance elsewhere and avoid these problems. As a long-standing Discovery client with multiple products, this has left a very sour taste. I am seriously considering moving all my business elsewhere if this is how I am going to be treated. There never seem to be any problems collecting my monthly fees and premiums. We have now missed our trip and my wife is still unwell. Instead of focusing on her recovery, we are caught in a daily battle with Discovery about this claim. Shocking, to say the least.
I will be moving all my business away from Discovery, i will not tolerate being treated like this by them.
Thank you for taking the time to share your experience. We are truly sorry to hear about your wife’s illness and the need to cancel your trip—this must be an incredibly stressful time, and we regret that your claims experience has added to that burden.
We understand your frustration regarding the repeated requests for information and the delays you’ve encountered. This is certainly not the level of service we aim to provide. Please be assured that the intention behind requesting documentation is to ensure that the claim is assessed accurately and fairly in line with the policy terms, not to avoid settlement.
That said, your feedback regarding the handling of your claim and your interaction with our consultant has been noted, and we take this seriously. We will be escalating your concerns, and a consultant will be reaching out to you directly to assist in progressing your claim and provide clarity on the outstanding requirements.
We sincerely apologize for the experience you’ve had and hope to resolve this matter as quickly as possible. We also wish your wife a speedy recovery during this time.
Regards
Discovery Insure
Thank you for taking the time to share your experience. We are truly sorry to hear about your wife’s illness and the need to cancel your trip—this must be an incredibly stressful time, and we regret that your claims experience has added to that burden.
We understand your frustration regarding the repeated requests for information and the delays you’ve encountered. This is certainly not the level of service we aim to provide. Please be assured that the intention behind requesting documentation is to ensure that the claim is assessed accurately and fairly in line with the policy terms, not to avoid settlement.
That said, your feedback regarding the handling of your claim and your interaction with our consultant has been noted, and we take this seriously. We will be escalating your concerns, and a consultant will be reaching out to you directly to assist in progressing your claim and provide clarity on the outstanding requirements.
We sincerely apologize for the experience you’ve had and hope to resolve this matter as quickly as possible. We also wish your wife a speedy recovery during this time.
Regards
Discovery Insure