Unacceptable Service Standards!!!

My claim was registered on the 17th of December 2022. Discovery had sent out a plumbing company to assess around the 21/22 December 2022. I eventually emailed the consultant assigned Dominic Madlala on the 4th of January 2023. I received an out of office and forwarded the email to ***. On the same day at 17:08 Tshikalanga Siobo emailed Dumisani Mdaka, Tshepo Kekane and Mpumi Siningwa and requested Mpumi to contact me and explain the report. This did not happen.

On the 5th of January at 08:25 I received a claim authorisation email. I am sure I do not have to go into detail about the email. Waseem Yameen was also copied in on this email. I then filled out the agreement of loss as requested by Discovery. The email came from ***. I signed the document and returned it to the same email at 09:16 and copied in Waseem Yameen. I got a delivery failure notification at 09:17. I then sent the same email with the signed agreement of loss to Tshikalanga Siobo, Dumisani Mdaka, Tshepo Kekane and Mpumi Siningwa at 09:21 on the 5th of January 2023.

Today at 15:08 I received an email from Preyenta Landy stating that Dominic and Mlungisi are unable to contact me. I have repeatedly checked my call lists and did not receive a single call from Discovery. Finally, after sending another email urging Discovery to contact me, I finally got the call from Mlungisi around 16:15.

He then advised the claim was rejected due to damages occurring due to non-maintenance. He then went on to state that there was lots of rubble in the yard. The rubble was due to my front yard being washed up against my front door. We could not exist until we cleared it out. The assessors viewed the broken drainage pipes and did not spend more than 5 minutes on the property. I did ask them about the front yard damage however he stated he came for the plumbing.

Mlungisi advised that Mpumi had accidently approved my claim. I tried speaking to him however he kept pushing me to escalate the matter. His excuse was that when Mpumi approved, the email was automatically generated. Here's my question, if the consultants know the email will be generated then why didn't anyone urgently contact me? There's no way a client knowing this email was auto-generated, it was received from *** which belongs to a consultant. Mlungisi advised his manager will call me. I am sure calls are recorded and everyone may want to have a listen.

I then called in and spoke to Lebo who was very helpful. I explained the issue to Lebo and she advised a manager will call me. Why am I still waiting for a call ? Why don’t the managers take clients seriously?

I received an authorization at 08:25 on the 05th of January 2023. The Agreement of Loss email was sent to FIVE different consultants. The authorisation email and agreement of loss clearly show an authorisation approval. If this was a mistake then why wasn’t I contacted? Mlungisi advised Mpumi made a mistake and went back into the system and changed the authorization. Did anyone care to tell me? Payment to the construction company was made around 4pm on the 5th of January on the basis that this claim was approved. If I was contacted earlier then I would have not paid the company. Why did it take 2 full business days to contact me to bring up the mistake. I will not accept this loss as I have now paid in full. Discovery and some of its consultants are completely at fault for this mishap.