1 reviews | Active since Sept 2023
Uncovered trips
The discovery app or sensor sometime records trips that have never been taken. I have experienced this especially on stormy days where there is thunder and lightning and this affects the recording somehow. The vehicle had not been started at those times as well. I also have a few UNCOVERED trips recently which does not get recorded and points are deducted. The usual feedback is that you make sure all the settings etc is fine. It is always fine to my knowledge as I don't change or interfere with them. Does Discovery want me to check the setting to make sure it is fine before I start every trip? The only time you come to know that there was no recording done is after the trip. That is too late, and points get deducted. There is no alert or notification to tell the driver the app, sensor or phone is not working properly or in synch. This could hamper you from reaching the desired goals and also affect the month premiums and rewards which is driven by discovery's marketing strategy among other things.
Please can this be looked into and have a solution to alert the driver, or Discovery should reverse the deduction of points for the events that did not record. I don't think it is fair to penalise the driver for something not under their control.
Thank you for bringing your concerns regarding your Vitality Drive to our attention. We understand how important accurate trip recordings are and appreciate your feedback.
To assist you further, could you please provide us with the specific dates and times of the trips in question? This will allow us to log the details and investigate the issue more thoroughly.
The occurrences you described, often referred to as "ghost trips," can sometimes happen when vibrations caused by wind, thunderstorms, or other weather conditions activate the sensor without the vehicle being in use. We are looking into ways to improve our system to better detect such instances and prevent incorrect trip recordings.
Your feedback about the lack of alerts or notifications is valuable, and we will consider this as we work towards enhancing the system to better inform drivers of potential issues.
Thank you for your patience, and we look forward to resolving this matter for you.
Regards
Discovery Insure
Thank you for bringing your concerns regarding your Vitality Drive to our attention. We understand how important accurate trip recordings are and appreciate your feedback.
To assist you further, could you please provide us with the specific dates and times of the trips in question? This will allow us to log the details and investigate the issue more thoroughly.
The occurrences you described, often referred to as "ghost trips," can sometimes happen when vibrations caused by wind, thunderstorms, or other weather conditions activate the sensor without the vehicle being in use. We are looking into ways to improve our system to better detect such instances and prevent incorrect trip recordings.
Your feedback about the lack of alerts or notifications is valuable, and we will consider this as we work towards enhancing the system to better inform drivers of potential issues.
Thank you for your patience, and we look forward to resolving this matter for you.
Regards
Discovery Insure
Thank you for your message. Our engineering team has reviewed the issue and confirmed that there was no activity from the app, indicating it did not launch in the background as expected. The most probable cause is that the background app settings may be incorrect.
Please follow these steps to ensure the app runs properly in the background:
Allow the app to run in the background:
Open Settings and search for "Launch"
Access the Launch settings
Turn off "Manage automatically" for Insure
When prompted, select "Run in background"
Adjust Battery Optimization:
Navigate to Settings > Search "Battery Optimization"
Tap the dropdown arrow > All apps > Locate Insure
Choose "Don't allow"
Disable Power Saving Modes:
Go to Settings > Battery
Turn off Power Saving Mode and Ultra Power Saving Mode
If you have any questions regarding your plan or need further assistance, please contact us via email at *** or call ***. You can also log in at www.discovery.co.za to view your latest Discovery Insure Plan schedule.
Regards,
Discovery Insure
Thank you for your message. Our engineering team has reviewed the issue and confirmed that there was no activity from the app, indicating it did not launch in the background as expected. The most probable cause is that the background app settings may be incorrect.
Please follow these steps to ensure the app runs properly in the background:
Allow the app to run in the background:
Open Settings and search for "Launch"
Access the Launch settings
Turn off "Manage automatically" for Insure
When prompted, select "Run in background"
Adjust Battery Optimization:
Navigate to Settings > Search "Battery Optimization"
Tap the dropdown arrow > All apps > Locate Insure
Choose "Don't allow"
Disable Power Saving Modes:
Go to Settings > Battery
Turn off Power Saving Mode and Ultra Power Saving Mode
If you have any questions regarding your plan or need further assistance, please contact us via email at *** or call ***. You can also log in at www.discovery.co.za to view your latest Discovery Insure Plan schedule.
Regards,
Discovery Insure