What a disappointing service - extremly disappointing!!!!

On Saturday 16th, I rode over a pavement which sent an alert to discovery insure. I had left my phone at home so when they called to check if I am ok, my husband answered and they directed him to where they had located my car. I drove to the nearest garage and had my tire changed and drove home with my husband behind me. Upon arrival at home, the discovery agent called back and I spoke to her, I told her I would go get the car checked for alignment in the morning and she insisted that I get the car towed as she had already arranged it and get it assessed and make sure there is nothing wrong with the suspension. After hesitating, I agreed.

Wednesday 20th after hearing nothing, I call discovery to find out where my car is, I was told, we don't know, the claim is closed, no details about my car being towed etc. I wrote out a complaint on Facebook and Faz responded and called me. I then got information that my car is in Wynburg and I went to go see it. Themba (Claims agent) was supposed to call me so to discuss my claim. No call back.

Thursday 21 November, I ask Faz for an update as I am still to get a call from anyone. I then get a call from Themba who tells he needs to ask me a series a questions before he can give me any information on my car and better yet, he had no information regarding my car. He turns around and tells me my car is in Bedfordview with the assessors.

Friday 22nd November, I get a call from Jaco from netasses who tells me he has my car and will be assessing it shortly and that he will send the report to discovery before EOB. He confirms a few details on my car which proved to me he had my car and he said my car is in Randburg and NOT bedfordview as per Themba. Now I am worried that discovery doesn't even know where my car is or what is happening. My claim is still closed by the way.

I then get an email from Faz telling me that Themba is trying his best to help me, I explain to her what has happened and at that point there's confirmation that I will get a new agent to help me.

Monday 25th November, I get an sms with a new claim number stating that my claim will now be handled by Nelisiwe Nkosi and that my car is booked for an assessment on 26/11/2019 at car world panelbeaters at 10:20am.

I am very confused at this point and planned on calling discovery the following day.

Tuesday 26 November, I get a call from a guy from car world asking me where is my car, why haven't I brought it in for the assessment? I am confused as hell, I am boarding a plane and now I believe that I have the worst insurance company in the world and that I have wasted 7 working days, whereas I could have already done something if the car was in my possession!!! I tell this guy that the car is with discovery and he is now also confused.

I called discovery, I am told, mam, the last notes we have on the system is that we tried to call you on the 16th of November after the impact but there was no answer. Did we tow your car? Where was it towed too?

I am now annoyed! I now have to explain for the 4th time what happened and that the last call I got was that my car is being assessed by Jaco and that I am cofused that there's another assessment that's supposed to happen today. She has no clue of what I am talking about. I know have to drop as my flight is about to take off. I get a call back from Nelisiwe, I tell her I can't talk I am about to take off she says ok, we drop the call.

at 10:20 an email from Francois Theron Chief Operating Officer came in reading: We have cancelled your below vehicle assessment as per request. I don't remember telling him this or anyone else, I didn't even arrange this assessment. So now, if this kind of messaging is coming from the COO, it makes me wonder what are the agents saying and doing? Are the calls not being monitored, do emails like this just get sent?

16:40 I get another email reading - Your premium has changed from R1554.07 to a new premium of R1761.58 starting from 01 January 2020.

It's now 8 days, still NO indication of what is going on with my car. Can I have my car back please and I will get it checked out myself!!!!