TWO CLAIMS HANDLED BADLY

<p>Dear Discovery Insure,</p> <p>Let me start by confessing that I used deem Discovery to be my best Insurer (both for Health and Insure) and got excited every time when I receive a cash back, until you have let me down on two claims that were poorly handled - and as a result I am so stressed now .</p> <p>Claim # ********** (16 January 2016).</p> <p>A damaged cellphone claim was logged and authorised for repairs. Within two days a cellphone was collected by Smartlab, Smartlab promised that their turnaround time was 4 days, but the whole thing took about four weeks until I enquire with them and told that my phone was "mysteriously" lost by their technician. I immediately contacted Discovery and told they were not aware of my lost phone. And Khensani Mathebula was so helpful to arrange that I get the money to buy another phone. Within a few days a R7500 was in my bank account.</p> <p>I put this matter behind me until I received a reviewed premium on my policy anniversary month. To my surprise, I was told I claimed for Portable Possession: Computing equipment and mobile communication devices<br /> for the amount of R11,816.49 (this is one claim), but what I know is that I only claimed once and for a cellphone and was paid R7500 due to the negligence of the Discovery's Smartlab.</p> <p>After sending numerous emails to Khensani who told me the matter was escalated to your Claims department I decided to call to find out what was that R11,816.49 for. An efficient consultant called Mqokozo (Vusi) took his time to eloquently explain to me what was paid for that claim.</p> <p>According to Vusi, I was paid R7500 by Discovery (for the phone lost by Smartlab), Smartlab was paid R4316.49 (their total claim was R5066.49 but I had already paid an excess of R750 to Smartlab)</p> <p>The helpful Vusumzi also escalated this matter to your underwriting department yesterday and i am still awaiting your response.</p> <p>1. But now I am sitting here not sure if what is going to happen to the premium already increased and to be paid by me at the end of this month.</p> <p>2. Was Discovery de*****ed by Smartlab for the phone not returned to the Discovery client and Discovery has made the client to be liable for the total of R11819.49, of which I was paid R7500 to the client and if my phone was not lost I would have been liable for R4316.49 ?</p> <p> </p> <p>__________________________________________________________________________________________________________________________</p> <p>Claim # ********** (17 July 2016).</p> <p>A windscreen claim logged and approved for replacement. Grandmark Autoboys East London requested to fit a new windscreen, a generic windscreen got fitted to my Mercedes Benz that is under 2 years old (and still under warranty) and the wipers not properly replaced (now this Bad service from Discovery Insure for recommending that I do not deserve the original windscreen, and Autoboys to did not replace the wipers properly- but this was sorted out promptly by Discovery ) I then logged a complaint regarding a generic windscreen and an email with pictures of the generic and partly tinted windscreen to Simphiwe Ntsele on the 3rd of July and never got a response from him until I made numerous calls to your Call centre speaking to different people, with others like Vanessa promising to go to Simphiwe’s desk to sort it out but to no avail. Until on Wednesday when I decided to call and hold for Simphiwe until he was available to speak to me. He is the one who told me my car was supposed to have been fitted with the original windscreen and he promised to get the correct windscreen authorised and fortunately he kept to his promise. This morning my car was fitted with the original windscreen with a cost to insurance of about R1000 more that the generic one.</p> <p>1. Can I assume this was an error on your side or assume that Discovery try by all means to get cheaper quotes compromising quality and putting our motor warranties at stake?</p> <p>2. And when I fetched my car earlier I was told that the DQ device was not working and I should arrange with Discovery to get a new one. (Please arrange a new one for me since I do not have any more airtime to call you)</p> <p>PLEASE HELP ME RESOLVE THESE MATTERS AND URGENTLY</p> <p> </p>