Unfair Excess Demand and Poor Service on Claim ***

On 1 October 2024, my son’s vehicle, insured with Discovery Insure, was T-boned by a minibus taxi in Cape Town. This was a clear no-fault incident, supported by comprehensive evidence (police report, witness statements, and the at-fault driver’s license and vehicle registration details) submitted with claim ***.

Despite our driver being 100% not at fault, Discovery Insure demanded a R5,500 excess to process the claim. When queried, they stated this is “normal practice” and that they would attempt to recover the excess from the at-fault third party. This was communicated in a dismissive, lackadaisical manner, suggesting little confidence in their recovery efforts. As policyholders, we provided all required evidence to facilitate recovery; it is Discovery’s responsibility, not ours, to pursue the at-fault party through their legal department.

Six months later, we have received no updates on the recovery process, despite Discovery’s promise to follow up. This lack of communication and apparent inaction is unacceptable. It leaves us, the innocent party, financially burdened for an accident we did not cause. Discovery’s approach feels profit-driven, prioritizing operational efficiency over fairness and customer service.

In contrast, other insurers like OUTsurance handle not-at-fault claims with greater transparency and customer focus. I urge Discovery Insure to refund the R5,500 excess immediately or provide a detailed update on their recovery efforts. I also advise consumers to consider alternative insurers who prioritize fairness. My experience with Discovery Insure has been deeply disappointing, and I expect a prompt resolution.