YW
Yolandie W
1 reviews | Active since Feb 2024
21 Feb 2024, 14:48
Worse service
I am really unhappy about the service that I have received.
I was in a car accident the 3rd of January 2024, my car was taken to Arc panel beaters and since then every week there is a new reason we will not be receiving the car.
Today I phoned in order to find out what is going once a again and the person put me on hold and the ends the call this happened to me twice now.
The second person atleast could tell me what the panel beaters said but when I complained about the time the repairs is taken he just put me on hold without saying anything and ended the call.
I would definitely not after this recommend Discovery Insurance to anybody. Really every disappointed in the service that we are receiving.
Helpful (0)
Replies (2)0
Replies (2)
Discovery Insure's replyOfficial
21 Feb 2024, 15:36Good day Yolandie
We would like to extend our sincerest apologies for the poor claims experience you have encountered and for the frustration caused by being put on hold. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience or distress this situation may have caused you.
We would like to extend our sincerest apologies for the poor claims experience you have encountered and for the frustration caused by being put on hold. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience or distress this situation may have caused you.
We understand the importance of timely and efficient service, and I acknowledge that we failed to meet your expectations in this instance. Please know that we are taking your feedback seriously and are committed to addressing the issues that led to your poor experience.
We want to assure you that we are actively working to improve our processes and customer service practices to prevent situations like this from happening in the future. Your feedback is invaluable to us, and we are using it as a learning opportunity to better serve you and all our valued clients.
Our claims team have been prompted to keep you abreast of any new updates they may have regarding your claim, in an effort, to manage your frustration. Once again, we apologize for any inconvenience caused, and thank you for bringing this matter to our attention.
More will be communicated with you directly in due course.
Regards
Discovery Insure
Our claims team have been prompted to keep you abreast of any new updates they may have regarding your claim, in an effort, to manage your frustration. Once again, we apologize for any inconvenience caused, and thank you for bringing this matter to our attention.
More will be communicated with you directly in due course.
Regards
Discovery Insure
Discovery Insure's reply21 Feb 2024, 15:36
Official
Good day Yolandie
We would like to extend our sincerest apologies for the poor claims experience you have encountered and for the frustration caused by being put on hold. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience or distress this situation may have caused you.
We would like to extend our sincerest apologies for the poor claims experience you have encountered and for the frustration caused by being put on hold. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience or distress this situation may have caused you.
We understand the importance of timely and efficient service, and I acknowledge that we failed to meet your expectations in this instance. Please know that we are taking your feedback seriously and are committed to addressing the issues that led to your poor experience.
We want to assure you that we are actively working to improve our processes and customer service practices to prevent situations like this from happening in the future. Your feedback is invaluable to us, and we are using it as a learning opportunity to better serve you and all our valued clients.
Our claims team have been prompted to keep you abreast of any new updates they may have regarding your claim, in an effort, to manage your frustration. Once again, we apologize for any inconvenience caused, and thank you for bringing this matter to our attention.
More will be communicated with you directly in due course.
Regards
Discovery Insure
Our claims team have been prompted to keep you abreast of any new updates they may have regarding your claim, in an effort, to manage your frustration. Once again, we apologize for any inconvenience caused, and thank you for bringing this matter to our attention.
More will be communicated with you directly in due course.
Regards
Discovery Insure
YW
Yolandie W's updateReviewer Update
23 Feb 2024, 10:33Thank you for replying.
The service definitely did not improve at all.
A new part needed to be ordered for my car and the panel beaters had to get authorization from discovery (this was done one Wednesday). We phoned the panel beaters to ask on the progress and was informed that Discovery has not yet approved the parts.
My husband phoned discovery to enquire about this and the call dropped once again. Luckily the operator was so nice as to call back. My husband was told by Discovery that they have approved the parts yesterday but the panel beaters has not received any information from discovery.
The service is really the worse that I have experienced.
This means that if the parts is approved today the car will only most likely be ready middle next week. It will be 2 months next Saturday that I have been waiting. And between Discovery and the panel beaters we don't know how to believe anymore.
I personally feel that this is the worse insurance company that I have been with and when we moved to Discovery I really thought that they will be the best insurance as this is a well known company and they have a been around for years. To my disappointment this was not the case.
We had to make plans and spend money we did not budget in order to get to work each day. This has really not just been mentally draining but also financially and I really hoped that my car would have been done much quicker.
The service definitely did not improve at all.
A new part needed to be ordered for my car and the panel beaters had to get authorization from discovery (this was done one Wednesday). We phoned the panel beaters to ask on the progress and was informed that Discovery has not yet approved the parts.
My husband phoned discovery to enquire about this and the call dropped once again. Luckily the operator was so nice as to call back. My husband was told by Discovery that they have approved the parts yesterday but the panel beaters has not received any information from discovery.
The service is really the worse that I have experienced.
This means that if the parts is approved today the car will only most likely be ready middle next week. It will be 2 months next Saturday that I have been waiting. And between Discovery and the panel beaters we don't know how to believe anymore.
I personally feel that this is the worse insurance company that I have been with and when we moved to Discovery I really thought that they will be the best insurance as this is a well known company and they have a been around for years. To my disappointment this was not the case.
We had to make plans and spend money we did not budget in order to get to work each day. This has really not just been mentally draining but also financially and I really hoped that my car would have been done much quicker.
YW
Yolandie W's update23 Feb 2024, 10:33
Reviewer Update
Thank you for replying.
The service definitely did not improve at all.
A new part needed to be ordered for my car and the panel beaters had to get authorization from discovery (this was done one Wednesday). We phoned the panel beaters to ask on the progress and was informed that Discovery has not yet approved the parts.
My husband phoned discovery to enquire about this and the call dropped once again. Luckily the operator was so nice as to call back. My husband was told by Discovery that they have approved the parts yesterday but the panel beaters has not received any information from discovery.
The service is really the worse that I have experienced.
This means that if the parts is approved today the car will only most likely be ready middle next week. It will be 2 months next Saturday that I have been waiting. And between Discovery and the panel beaters we don't know how to believe anymore.
I personally feel that this is the worse insurance company that I have been with and when we moved to Discovery I really thought that they will be the best insurance as this is a well known company and they have a been around for years. To my disappointment this was not the case.
We had to make plans and spend money we did not budget in order to get to work each day. This has really not just been mentally draining but also financially and I really hoped that my car would have been done much quicker.
The service definitely did not improve at all.
A new part needed to be ordered for my car and the panel beaters had to get authorization from discovery (this was done one Wednesday). We phoned the panel beaters to ask on the progress and was informed that Discovery has not yet approved the parts.
My husband phoned discovery to enquire about this and the call dropped once again. Luckily the operator was so nice as to call back. My husband was told by Discovery that they have approved the parts yesterday but the panel beaters has not received any information from discovery.
The service is really the worse that I have experienced.
This means that if the parts is approved today the car will only most likely be ready middle next week. It will be 2 months next Saturday that I have been waiting. And between Discovery and the panel beaters we don't know how to believe anymore.
I personally feel that this is the worse insurance company that I have been with and when we moved to Discovery I really thought that they will be the best insurance as this is a well known company and they have a been around for years. To my disappointment this was not the case.
We had to make plans and spend money we did not budget in order to get to work each day. This has really not just been mentally draining but also financially and I really hoped that my car would have been done much quicker.