Worst 3rd party insurer/ customer service

have a claim that is pending from 02 February 2023.

Claim number: ***TP

My vehicle was knocked into by your client on the 01st of February 2023 while it was stationary and parked in a parking space.

Your client had logged the claim on the 02 February 2023 and advised me of the claim details and that one of the agents that is designated to handle this query will be in contact with myself.

I had received no call or had been inContact with any agent from Discovery wrt this claim.

On the 02 February 2023 I decided to contact the call center as no one from your offices contacted me wrt this claim and upon my call I was advised by Thabiso Manaswe Twala that I am required to complete a Liability Claim Form and once they receive all the required documentation will my claim be logged. . I completed the forms and submitted on the 22 February 2023 to Mr Twala. It takes about 72 hours to receive the documents. I waited the more than 72 hours for an agent to contact me and again no one contacted me. Mr Twala responds on the 24th February 2023 to advise that I need to send the documents to ***. As he cannot assist. I then forwarded the same email to the stipulated email. Confirmation was received.

On the 27th of February 2023 I then get an automated email that advised that Mathapelo Bokaba has been assigned to handle my query. Ever since I have received this email not once has Mathapelo been inContact with me regarding this claim. I have always been inContact with her with regards to the process, how far is the claim or when is this finally going to be approved. During this process I have left making messages for to contact me or her manager to contact me.

On the 3rd of April 2023 I received a settlement letter and when I contacted Mathapelo to explain, she was not very informative. She advised that I need to make arrangements with the Finess Panel beaters that Discovery has appointed to repair my vehicle as they do not offer that service. I then asked her as to why my vehicle was not assessed by any other panel beater and are they VW approved as my vehicle was under warranty and it was not a year old yet. She advised that I need to confirm with them.

I then contacted the panel beater and they advised that they cannot book my vehicle in as they need to inspect and advise if they will the parts on hand or will be required to order the parts. I booked my vehicle to be assessed by them and this occurred on the 26th April. Finesse assessed the vehicle and advised, took pics that it is more items that needs to be repaired and they are required to order the parts. The pictures was then sent to ***;***; ***.

On the 08th May 2023 an email was sent from *** to Miguel Cabeleira at net assess to advise on the query and additional pictures sent. Miguel advises that he requires the pictures to justify the additional cost. Pictures was sent then sent again by Finesse panel Beaters on the 08th May 2023. After the submission of this information I have not been called.

O the 15th May 2023 I decided to request for the email sent from Finesse to discovery and did a follow up. I forwarded the email to Mathapelo on the 15th May 2023. I received no response from Mathapelo after this. I have called on the 23rd May 2023 and she advised it is with the assessors. I called on the 30th May 2023 and received the same info However she advised that I should give her 2 days to reovle this matter and she will contact me on Thursday( 01st June 2023) , I advised her that I will wait for her call on Friday morning the latest regarding this claim. I called on the 02nd June 2023 to be advised that she is busy and I left a message for her to call me back. No call made to me on the 02nd June 2023.

I called on the 05th June 2023 and was advised that Mathapelo is not at work. I left a message for her manager to call me. No call from manager. I then called on the 07th June 2023 and spoke to Mathapelo and advised her of my frustration and that there has been no communication from her side whatsoever and that it is not acceptable. I then requested for her manager and she advised that he was on a call, I indicated that I will hold. I was on hold until my call was cut.

Up until writing this complaint I have not received a call from Mathapelo or her manager/ superior.

You need to understand that during the entire course of this claim I have always contacted Discovery wrt to my 3rd party claim and I have records of my calls regarding this incident and how I have been following up to resolve an issue that was not caused by myself.

I have been put through back and forth with this claim and up until this date my query has not been resolved. I have incurred additional cost and abuse for an issue that was not my fault.