Worst Claims Experience

on the 7th of May I submitted a claim to Discovery through their digital channel for lost/****** portable possessions. 11th may I received an email from a Deon ten Haaf who was the appointed claims specialist. I think the 15th May we had our interview where we discussed the incident, he told me he was going to validate everything, I gave him proofs of ownership, serial / imei numbers and an affidavit as requested. He came back to me the 23rd enquiring about details and events of a previous claim from about 3years ago.

I answered his questions as best as I could remember. There was more info he was going to get from the service provider for the item in question and calls to be listened to with regards to the incident. I was tasked with getting info from my previous employer and/or previous correspondence. This had to happen before his presentation on friday 24th May, failing which my claim would be delayed by another week.

Instead, Friday morning I received a call from Deon informing me that my claim had been rejected. He went ahead and presented a half baked investigation, he never came back to me with feedback from the service provider nor wait for whatever information I may have had. To be honest, I wonder what the content of his presentation were because he never shared anything else with me. At this point it seems as though he took on my claim with every intention to find a reason to reject it. When he couldn't find anything wrong with this incident he turned onto a previous one. Quiet frankly, if there were any discrepancies with my previous claim then surely it should have been picked up and handled then.

I have my entire portfolio of insurance products with Discovery, Retirement Annuity, Life insurance, Investment, and Health and the way the this claim has been handled and how it all transpired has changed my whole outlook of the organisation. It would be an understatement to say I am not happy with the outcome, I resent and refuse to accept this. My claim deserves its own merit and due diligence, failing which I will approach the Ombudsman!

I expect the recorded calls and written correspondence promised by Deon before 12:00 Monday 28th so I can seek legal recourse.