1 reviews | Active since Mar 2023
Very poor service and no communication
I registered a claim for a leaking roof on the 24th November today it’s the 9th December but I have not heard or received any feedback from Nikita Rambunda,The last time I heard from him was 28th since then nothing has been communicated with me I regret leaving Auto & General moving to Discovery this was the service that was promised to me when you called me to offer me insurance.My roof is still leaking the ceiling is gradually sagging and getting worse as it’s been raining the damage is getting worse water is coming from the light fittings and the ceiling looks like it will collapse at any time. I need feedback as to when will assistance be provided my claim number is *** the claim has been authorised and approved the least you could do is to contact me and update me
Thank you for bringing this to our attention and please accept our sincerest apologies for the lack of communication from our Claims team.
According to the information on your claim, the team approved this on 1 December and email notifications were sent to yourself and the service provider, yet no-one from the team contacted you directly to advise of this, which is what they should have done. Also, the service provider should have contacted you as well to arrange to start the repairs but it doesn't seem that they did this either.
We've escalated this to our Claims Management team to address and also asked that the Claims team contact you directly to confirm the authorisation. Again, we're truly sorry about this and will work hard to ensure we do better in future.
Regards
Discovery Insure
Thank you for bringing this to our attention and please accept our sincerest apologies for the lack of communication from our Claims team.
According to the information on your claim, the team approved this on 1 December and email notifications were sent to yourself and the service provider, yet no-one from the team contacted you directly to advise of this, which is what they should have done. Also, the service provider should have contacted you as well to arrange to start the repairs but it doesn't seem that they did this either.
We've escalated this to our Claims Management team to address and also asked that the Claims team contact you directly to confirm the authorisation. Again, we're truly sorry about this and will work hard to ensure we do better in future.
Regards
Discovery Insure