1 reviews | Active since Jul 2010
Unreasonable Discovery Insure rules delay repairs to my damaged vehicle
Following a minor bumper bashing, my VW Polo was assessed for repairs to the rear bumper. The original authorisation was for the bumper to be repaired by Auto Body Works (who did not perform the initial damage assessment, this was done by NetAssist I am told).
In order to ensure my vehicle was to be repaired in the minimum possible time, I visited Auto Body Works about 10 days ago for them to inspect the car and ensure that all arrangements were in place for the repairs. Their estimator advised that it will probably not be possible to repair the bumper and that it may need to be replaced with a new one. He also advised that Discovery's policy is that such replacements will not be considered prior to the vehicle actually being booked in for repairs.
Well I dropped the vehicle off two days ago on Monday 7 June. On following up with ABW today Wednesday 9 June I am told that ABW have app**** for a replacement of the bumper to be authorised and are awaiting a response from Discovery. Even if this is granted today, with the delay in ordering and receiving the bumper my Polo is going to be sitting at the panel beater for a whole week or more with no progress on the repair. This is an unacceptable delay in the repair time which could easily have been avoided.
I do enjoy the benefit of a hired car but this is costing Discovery and hence myself money. My Polo has specialised roof racks for my paddle sports activities so the hired car is not an adequate substitute.
The claim reference no is ***.
"We do not order parts in advance as we cannot influence supply vs demand " - what does this even mean? The issue is not how long the parts take to get there - the issue is that you have caused the delay by not pre-authorizing the replacement of the bumper prior to the vehicle being handed over to the panelbeater. If you had been reasonable and been willing to pre-authorise the replacement bumper, the panelbeater could have ordered the parts in advance of me handing the vehicle over. Am I making sense?
"Our claims team have confirmed that approval of the replacement bumper has been received today. " Received by whom? By Discovery or by Auto Body Works? If the latter please send me a copy of the authorisation to replace the bumper.
Please advise the contact details of the CEO of Discovery Insure.
"We do not order parts in advance as we cannot influence supply vs demand " - what does this even mean? The issue is not how long the parts take to get there - the issue is that you have caused the delay by not pre-authorizing the replacement of the bumper prior to the vehicle being handed over to the panelbeater. If you had been reasonable and been willing to pre-authorise the replacement bumper, the panelbeater could have ordered the parts in advance of me handing the vehicle over. Am I making sense?
"Our claims team have confirmed that approval of the replacement bumper has been received today. " Received by whom? By Discovery or by Auto Body Works? If the latter please send me a copy of the authorisation to replace the bumper.
Please advise the contact details of the CEO of Discovery Insure.