Unfair Judgement on Vehicle Claim

I lodged a hail damage claim on 01/01/2019 that affected my car in Eastern Cape outside my parents' home. On the 04/01/2019 I drove back to Johannesburg and on the 07/01/2019 my car was assessed at Net Assess Bedfordview. On the 10/01/2019 I dropped it off at the authorized by Discovery repairer (Renew-it Bedfordview).

I received regular updates from panel beater regarding progress on repairs and on the 28/01/2019 I got sms from them telling me that insurer had authorized for a new bonnet as they could not fix the damaged one.I received another update via sms from panel beater on the 30/01/2019 that vehicle had been moved to panel beating department. On the 04/02/2019 panel beater called telling me to collect car as repairs had been completed.

I got there and prior to checking in at reception I checked my vehicle out and was horrified by condition of the bonnet. It still had a dent and scratches, I could also see a few bubbles on paint. I called my broker (Indwe Services) who liaised with Discovery on the matter.

The manager at panel beaters informed me that insurance had declined request for bonnet replacement...even though they had explained that damaged one could not be fixed. Manager further told me that Discovery had sent an assessor to their site who mentioned that damage is not hail related. I was also informed that discovery personnel was onsite after repairs were 'completed' to do quality checks...which apparently they passed.

I contacted Discovery and was informed that a lady by the name of Natasha is handling matter, she later sent me a email saying she is gathering information and will be intouch. I followed up with Natasha on the 05/02/2019 and she informed that she still is waiting for feedback from all stakeholders but at that time what she confirmed was that bonnet replacement request had been rejected due to the fact that their experienced assessors confirmed that its not Hail damage. On the 06/02/2019 I got an official rejection via email from Natasha which reads as follows:

Natasha Ellappa-Gounden 8:08 AM (1 hour ago) to Duvan, me Good Day Mam As per out telephonic discussion yesterday it was found by our assessors that the damage to your bonnet is not hail damage related and you will have to log a new claim for the damage to the bonnet. Regards, Natasha Ellappa-Gounden Vehicle Repair Management Discovery Insure

Discovery 1 Discovery Place, Sandton | P.O. Box 786722, Sandton, 2146 Direct: +27 11 ********** Email: ********** | URL: www.discovery.co.za

Here is my observation • I joined Discovery Insure in December 2018; inspection according to Discovery was done on the 10/12/2018. Discovery did not raise any concerns • I drove to Eastern Cape to spend time with family and an unfortunate event hit on the 01/01/2019 • Claim lodged on 01/01/2019 • On 07/01/2019 I took car for assessment at Net Assess as per Discovery insure requirement • On 08/01/2019 Repairer (Renew-it Bedfordview) notified me via sms that I need to drop car off at them for repairs as per Discovery Authorisation o Another sms from repairer stating that they will also be removing damaged parts to check for unseen damages. • On 10/01/2019 I dropped car off at repairer • On the 14/01/2019 Repairer communicated via sms that they will be preparing a quote. The report was never sent to me, but to insurer ( I have requested for that report now) • On 17/01/2019 – Repairer messaged me that they are awaiting arrival of parts • On 28/01/2019 – Repairer confirmed that they cannot fix bonnet, and that insurer has authorised for new bonnet • 30/01/2019 A series of sms started to flow in from repairer that vehicle has movedinto the panel beating section…step 1of5 • On Monday I got a call notifying me that my car is ready for collection

Concerns There has never been any form of update from insurer either to me directly or to broker informing them of o What they documented upon receiving inspection document when I joined early December 2018 o What they discovered with their assessment o What they approved for o What repairer discovered with their own assessment o What their reasons were for reassessing vehicle o What their concerns or findings were o What their reasons were for rejecting the bonnet replacement request o Why am I expected to lodge another claim for bonnet, what difference will a new claim number with the very same content make? o Was I expected to take a video the whole incident when very windy hail hit, and provide some sort of evidence of what really went. o Is it unheard of for debris to fly around causing more damage when windy hail hit o When Discovery assessed car after it was ‘fixed’, did they find this poor quality workmanship to meet their standards?

I am not happy at all with the way Discovery is handling my claim and I demand that they fix this. The courtesy car is also expiring on the 07/02/2019 and Discovery remains unmoved by my emails to various departments for urgent intervention on matter (Compliance department, Claims department)