Worst claims process

I've been with Discovery Insure for more than five years and this is the first claim that I wonder what happened to their level of service.

It feels like everything is going wrong with the claim, including the assigned consultant's email address could not be found. Firstly, a duplicate claim was registered on their system. This led to a duplicate inspection and thus a delay in the outcome of the claim. The second irritation is the lack of communication and follow-ups from the assigned consultant. Thirdly, the payout was scheduled late (without any communication or reason as to why it was scheduled much later than initially communicated). Finally, the assigned consultant made contact on Friday (two days after the max time for the payment to reflect) who then mentioned that they were going to schedule an immediate payment. Today is the end of business and the payout is still not reflecting. The consult’s response was that they’ve requested a POP from finance, with no phone call or email to say when the POP will be available.

To make matters worse is the fact that they communicated an extension of the car rental after the rental was supposed to be handed in. If this doesn’t show that there is something wrong with their processes, what will?

In total, this claims process has taken more than a month to go from registration to payment and is yet to be resolved