Unacceptable customer care

I had an accident in 2019 and the claim was approved for repairs, however I didn't have the excess, so I made arrangements with the panelbeater to postpone it until have the funds. This year I had another accident and wanted to combine the two claims but Discovery Insure dragged their feet in reinstating the 2019 claim.

I called Discovery Insure to reinstate my claim while my vehicle was still at the panelbeater. The consultant I spoke with over the phone said they will send assessors to the panelbeater to reassess the claim. This gave me an indication that my claim will be re-approved.

After not getting a response on the reassessment, I called Discovery Insure call centre to enquire about the status of my claim. To my surprise a consultant told me Discovery Insure cannot reinstate my claim as it is more than 6 months old. This was new info as I was not informed about this when I postponed the repairs to my vehicle.

I wrote a letter of complaint to their complaints division, after 24 hours I called them and they said the manager will contact me. It is now 2 weeks since I wrote that that email and no one has contacted me. This lack of customer care and communication is totally unacceptable considering the high premiums I pay. I deserve better.