Worse when dealing with claims
Worse when it come with dealing with a claim, I’m totally disappointed I’ve made claim in the early mornings 09/11/18 for them to arrange towing of my vehicle after I’ve been told that a tow truck has been arranged I waited till afternoon and called to find out where it was and was told no one else can help me except the person who was dealing with the claim so I’ve tried and call another 5 times and still no one could inform me why a tow truck haven’t been arranged to collect my car, I’ve told them I need to make arrangements and they just didn’t care, only after 5 in the late afternoon I got a call from a towing company tolding me that they’ve only been informed now to come and collect my car, I feel this is very unprofessional not only that but increasing my premium after the claim is totally absurd!!!!
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Replies (4)0
Replies (4)
Discovery Insure's replyOfficial
12 Nov 2018, 14:15Good day Kenneth
Thank you for raising your concerns with us.
This has been taken up with the relevant team to account for the delay and apologize for any inconvenience that this may have caused you.
Once the investigation is complete, feedback will be given directly to you.
Regards
Discovery Insure
Thank you for raising your concerns with us.
This has been taken up with the relevant team to account for the delay and apologize for any inconvenience that this may have caused you.
Once the investigation is complete, feedback will be given directly to you.
Regards
Discovery Insure
Discovery Insure's reply12 Nov 2018, 14:15
Official
Good day Kenneth
Thank you for raising your concerns with us.
This has been taken up with the relevant team to account for the delay and apologize for any inconvenience that this may have caused you.
Once the investigation is complete, feedback will be given directly to you.
Regards
Discovery Insure
Thank you for raising your concerns with us.
This has been taken up with the relevant team to account for the delay and apologize for any inconvenience that this may have caused you.
Once the investigation is complete, feedback will be given directly to you.
Regards
Discovery Insure
's updateReviewer Update
20 Nov 2018, 20:11I’m still waiting for the assessor to give me feedback why does it take so long?!!!!
's update20 Nov 2018, 20:11
Reviewer Update
I’m still waiting for the assessor to give me feedback why does it take so long?!!!!
's updateReviewer Update
23 Jan 2019, 10:20I'm am totally disappointed in how you guys have managed this claim it is totally unacceptable to not inform me for 2 weeks about my car and from my phone call with BMW no repairs were done!!!
Why haven’t this diagnostic been done from the beginning? as per Michelle a BMW diagnostics was done.
I was told that my car was accident damage and repairs need to be done to it, I can’t be held liable now for damage I don’t know was accident related or not now,
The car should have been inspected thoroughly to advise me if the accident caused damage or not?
I’ve paid a HUGE excess already with a premium increase which I could have used to repair the car myself,
This claim wasn't handled correctly from the beginning and I’m sincerely disappointed,
It should be rectified by discovery and not me,
If not it leaves me no option but to cancel the policy and lay a claim
's update23 Jan 2019, 10:20
Reviewer Update
I'm am totally disappointed in how you guys have managed this claim it is totally unacceptable to not inform me for 2 weeks about my car and from my phone call with BMW no repairs were done!!!
Why haven’t this diagnostic been done from the beginning? as per Michelle a BMW diagnostics was done.
I was told that my car was accident damage and repairs need to be done to it, I can’t be held liable now for damage I don’t know was accident related or not now,
The car should have been inspected thoroughly to advise me if the accident caused damage or not?
I’ve paid a HUGE excess already with a premium increase which I could have used to repair the car myself,
This claim wasn't handled correctly from the beginning and I’m sincerely disappointed,
It should be rectified by discovery and not me,
If not it leaves me no option but to cancel the policy and lay a claim
Discovery Insure's replyOfficial
23 Jan 2019, 15:04Good day Kenneth
We've confirmed with the team that the query has been addressed. We're sorry that we could not offer a different outcome.
Should you feel aggrieved by the manner in which your claim has been handled you may lodge a dispute against Discovery Insure at the office of the Ombudsman for Short Term Insurance for mediation. Contact the Ombudsman
If your dispute is not satisfactorily resolved you can contact the Ombudsman for Short-term Insurance: Address | : | PO Box 32334, Braamfontein, 2017
Phone | : | +***0 or ***
Fax | : | +***1
Email | : | ***
Website | : | www.osti.co.za
You can lodge a complaint against your financial adviser
If you have a complaint against your financial adviser, you may lay a complaint with the Ombud for Financial Services Providers (FAIS Ombud). For this, you must submit a complaints registration form. The form is available on the FAIS Ombud’s website (www.faisombud.co.za) or from:
PO Box 74571, Lynnwood Ridge, Pretoria, 0040 Telephone: 0860 OMBUDS (***) Fax: *** Email: ***
Time BarShould you wish to take legal action you must serve a summons on us within 6 months after the expiry of the above 90 day representation period. If this is not done, you will lose your right to do so.
We've confirmed with the team that the query has been addressed. We're sorry that we could not offer a different outcome.
Should you feel aggrieved by the manner in which your claim has been handled you may lodge a dispute against Discovery Insure at the office of the Ombudsman for Short Term Insurance for mediation. Contact the Ombudsman
If your dispute is not satisfactorily resolved you can contact the Ombudsman for Short-term Insurance: Address | : | PO Box 32334, Braamfontein, 2017
Phone | : | +***0 or ***
Fax | : | +***1
Email | : | ***
Website | : | www.osti.co.za
You can lodge a complaint against your financial adviser
If you have a complaint against your financial adviser, you may lay a complaint with the Ombud for Financial Services Providers (FAIS Ombud). For this, you must submit a complaints registration form. The form is available on the FAIS Ombud’s website (www.faisombud.co.za) or from:
PO Box 74571, Lynnwood Ridge, Pretoria, 0040 Telephone: 0860 OMBUDS (***) Fax: *** Email: ***
Time BarShould you wish to take legal action you must serve a summons on us within 6 months after the expiry of the above 90 day representation period. If this is not done, you will lose your right to do so.
Discovery Insure's reply23 Jan 2019, 15:04
Official
Good day Kenneth
We've confirmed with the team that the query has been addressed. We're sorry that we could not offer a different outcome.
Should you feel aggrieved by the manner in which your claim has been handled you may lodge a dispute against Discovery Insure at the office of the Ombudsman for Short Term Insurance for mediation. Contact the Ombudsman
If your dispute is not satisfactorily resolved you can contact the Ombudsman for Short-term Insurance: Address | : | PO Box 32334, Braamfontein, 2017
Phone | : | +***0 or ***
Fax | : | +***1
Email | : | ***
Website | : | www.osti.co.za
You can lodge a complaint against your financial adviser
If you have a complaint against your financial adviser, you may lay a complaint with the Ombud for Financial Services Providers (FAIS Ombud). For this, you must submit a complaints registration form. The form is available on the FAIS Ombud’s website (www.faisombud.co.za) or from:
PO Box 74571, Lynnwood Ridge, Pretoria, 0040 Telephone: 0860 OMBUDS (***) Fax: *** Email: ***
Time BarShould you wish to take legal action you must serve a summons on us within 6 months after the expiry of the above 90 day representation period. If this is not done, you will lose your right to do so.
We've confirmed with the team that the query has been addressed. We're sorry that we could not offer a different outcome.
Should you feel aggrieved by the manner in which your claim has been handled you may lodge a dispute against Discovery Insure at the office of the Ombudsman for Short Term Insurance for mediation. Contact the Ombudsman
If your dispute is not satisfactorily resolved you can contact the Ombudsman for Short-term Insurance: Address | : | PO Box 32334, Braamfontein, 2017
Phone | : | +***0 or ***
Fax | : | +***1
Email | : | ***
Website | : | www.osti.co.za
You can lodge a complaint against your financial adviser
If you have a complaint against your financial adviser, you may lay a complaint with the Ombud for Financial Services Providers (FAIS Ombud). For this, you must submit a complaints registration form. The form is available on the FAIS Ombud’s website (www.faisombud.co.za) or from:
PO Box 74571, Lynnwood Ridge, Pretoria, 0040 Telephone: 0860 OMBUDS (***) Fax: *** Email: ***
Time BarShould you wish to take legal action you must serve a summons on us within 6 months after the expiry of the above 90 day representation period. If this is not done, you will lose your right to do so.