Unfair excess charged

I dealt with a claim’s admin by the name of Ntlatle Swana. Ms Swana did not give me a satisfactory service and this is the 1st time I encounter such poor service from Discovery after being their client for years. I made a call to the Discovery call centre for a claim on the 12th February wrt my claim on one of my devices. As soon as Ms Swana registered the claim, I asked her to confirm if I was not going to be charged excess as I never pay an excess because I always upload my proof of purchases in my Discovery vault. What happened that morning was when I went into my vault before registering the claim, I noticed that the device in question(proof of purchase) was there but it was showing that it was not uploaded correctly. I took the liberty of deleting the proof of purchase and re uploaded it. I have attached an email below that I sent to Ms Swana and even requested to speak to her Superior, she placed me on hold and came back with feedback that her Superior was not available. I asked her to make sure that her Superior call me back, today is the 15th and no calls has been returned. I even asked her to get their IT department involved to check if I did delete anything from my vault. They are charging me a R1000 excess now because I apparently only uploaded the proof of purchase after registering the claim, which is not true. Why are they deducting excess from my payout and why have I not received a call from Palesa’s manager as she promised she would get them to return my call.

See communication and email sent to Ms Swana

Why are they deducting excess from my payout.

“Hi Palesa

Please see a screenshot of my devices loaded under my Vault. As mentioned telephonically, when I opened my vault this morning, I noticed that the device in question had been saved under ''affidavit" and it showed me an orange dot instead of purple. I went into that device and deleted the proof of purchase and re-uploaded it. I would not be dishonest about this as I have been dealing with Discovery for a number of years and I know the policy conditions. You can get your IT to also investigate if there was something deleted by me this morning and uploaded. To put things into perspective, I have two of these Classic 4 watches by Samsung, one is also on my policy and proof of purchase is also uploaded. I never pay for access in all my claims as most of my proof of purchases are in my vault. Please get your Senior to investigate this with your IT department and to give me a call back.”