UTTERLY DISSAPOINTING

A week or so ago I had written a review to sing the praises of Discovery Insure for being swift in processing my claim. Big mistake. I was involved in a motor vehicle accident on 1 November 2019. At first things went quite well - my claim was immediately lodged, registered and so the process began. I was assigned a claims handler to whom I had provided all requisite documentation. Notwithstanding, on most occasions when I required an update, I was the one to call into Discovery to track down my claims handler for an update. After many irrate phonecalls, my claims handler was suddenly spurred on to become more proactive in managing my claim. On one specific instance, my claims handler informed me that there is damage to my cars rearlight which requires mending - considering the fact that it was a bumperbashing and all damage was to the front of my car, I nearly had a stroke as I could not understand how there is damage to the back of my car. And to this day, my claims handler has not clarified this issue.

My vehicle was moved from the accident scene to ARC Silverlakes on the same night of 1 November 2019. Between 1 November and 15 November 2019 there was horrid confusion as Discovery had mandated Bens Panelbeaters to fix my car, all the while entertaining ARC Silverlakes to fix my car (but being delayed because ARC Silverlakes wasn't Suzuki approved, but Bens Panelbeaters were). And since my Suzuki is still under warranty, this was very important to have the car sent to the correct accredited panelbeater. During this time, I received several calls from Bens Panelbeaters asking why the car hasn't been delivered to them - as though I would know?? At the same time, ARC Silverlakes were asking me to please bring my car to their workspace... Really funny, since my car had been PARKED IN THEIR WORKSHOP FOR THE PAST 2 WEEKS! (I wasn't aware that I had to now also arrange for my car to be moved to the relevant workshop and that I had to get the correct authorisation approved for the relevant panelbeaters???!) ARC Silverlakes were only authorised to fix my car on the 15th of November 2019. Now it is the 21st of November 2019 - parts were only ordered on the 18th of November 2019. I am told today that Suzuki parts are tough to find. This then, 4 weeks before Christmas, and roughly 3 weeks before most businesses close for the December break. After sending several emails to my handler (whom I am today informed, is on sick leave), my Discovery broker had to intervene and try to salvage the situation.

Just to be clear, my Discovery broker is not responsible for the workings of the Discovery Insure department and shouldn't have to intervene at all, if the correct department could just do their job.

Even after I had mentioned to my claims handler that I am employed in Kempton Park and resident in Pretoria and each days' travels requires 40kms to work and 40kms back home, thus 80kms PER DAY. A car is not something that I can really be without at this stage. Not that any of this matters to Discovery at all.

Discovery Insure seems to have the attitude that once the claim has been submitted and processed, they are done with their job. After that, it is upto the Client to have to call the panelbeaters and find out what the status is.

Discovery Insures service following the accident have been pathetic to say the least - I have experienced nothing but confusion and delays at the hands of Discovery Insure. Your customer service is terrible - you never have any information to provide; you're not proactive AT ALL and you LOVE TO SHIFT THE BLAME!

Terrible. Terrible. Terrible.