Vehicle Insurance Claim - Road Side Assistance

I am writing this review regarding the terrible and poor customer service I received from Discovery Vehicle Insurance. My car broke down in Parow opposite the Bidvest VW car dealership on Voortrekker Road. I made my first call to discovery around 10:40am to assist with organizing the towing of my vehicle to my mechanic in Noordhoek.

The person assisting me assured me that the towing company will be at my vehicle’s location between 30 and 45min ( so between 11:15am – 12:00pm). Bearing in mind I am self-employed in construction and was on a job site in Bellville. I arrived at my vehicle’s location around 11:30am. I waited over 40min to find out where my vehicle was. I then called my discovery emergency assist and asked to follow up, they said they on their system the Joepies towing has been dispatched. I waited for another 10min and then phoned Joepies towing at 11:41am , only to be told that their tow driver who was coming to collect my vehicle was still assisting another customer? Bearing In mind I am a business owner so my time is money. This was also well past the time when I was told they were going to be there. I was also without a car and had to get back to the job site. The lady from Joepies towing also then mentioned that I will have to make R950-00 payment as soon as vehicle is delivered? This was never discussed with me prior ( How could I make payment via card as soon as when vehicle is delivered when I am all the way in Bellville without a car? Also to note, I had to keep my mechanic in the loop as to when he could expect the car because what happened if no one was there to accept my vehicle? Therefore, my mechanic also had to wait around for over 2 hours for my vehicle to arrive.

I then left my car key with Vw and decided to leave as I could waste any more time. My vehicle was only picked up at around 2pm and delivered after 3pm ( well after collection/delivery times promised by discovery emergency assist). I had to make numerous phone calls to both Discovery and Joepies towing to make sure that my vehicle was collected and delivered?- I always had to follow up ,discovery did absolutely nothing to keep me up to date with progress.

I was assured when signing up that discovery car insurance is the way to go especially for insuring a small business company vehicles. I must say when signing up the process is effortless and I must commend them for their service when trying to sign you up as a new customer, but that is where the customer service stops.

Due to my experience with discovery Car insurance and being a loyal discovery client. I will be looking to move over to another vehicle insurance company and in future as my business grows I will ensure all other company vehicles are not insured with Discovery.