VERY DISAPPOINTED CLIENT

I am really disappointed by Discovery Insure. Considering their reputation, I really thought they were an excellent insurance service provider as compared to other insurance service providers.

My vehicle had a mechanical breakdown on 20 February 2021. I contacted them and requested a tow truck, a tow truck was dispatched to assist me, my vehicle got damaged as it was winched onto the tow truck, before leaving the scene I made a phone to Discovery Insure indicating that my had been damaged by the tow truck. The Discovery Insure dispatcher insisted that my vehicle be sent to my home address. More damage was caused as my vehicle was winched off the tow truck. The damage caused by the tow truck is as follows:

1) Right front Fender liner damaged 2) Right front Fender panel damaged 3) Right front Drive shaft damage 4) Right front Stub Axle

The vehicle was collected on 23 February 2021 and taken to a panel beater for assessment.

I received a claim rejection letter on 23 March 2021 which Discovery Insure indicated that my vehicle had a mechanical damage and therefor mechanical damage is not covered under my insurance. The total damage amount estimated by the assessor is R30 000.00.

I wrote an appeal/response letter on 24 March 2021 indicating the sequence of events and emphasizing that the damage to the vehicle was not due to mechanical damage but rather due to malicious and negligent damage by the tow truck company.

As of 30 April 2021, I still haven't received any outcome regarding my appeal/response letter. I have been calling almost every week and every time they give me different reasons why they have not yet provided an outcome yet.

I will be forwarding my complaint to the Ombudsman should I not received any feedback within a weeks time by 07 April 2021.

I am tired the hide and seek game that I have been playing with Discovery Insure.