Worst Service Ever and still waiting

<p>I captured my online windscreen claim with Discovery Insure on the 17th Nov 2016, the claim was authorised on the 21st Nov and sent to Grand Mark who were supposed to call and arrange windscreen fitment.</p> <p>Kept calling Discovery to say Im still waiting for the call and was promised a follow up with Grand Mark and to expect their call. After weekly calls on the 6th Dec the Discovery consultant said it seems like nothing had been done on the Grand Mark side but she has logged the matter as urgent. She was kind enough to give me Grand Mark numbers. No reason was given for the delay.</p> <p> I called Grand Mark on the 13th Dec, Nokholo promised to get back to me and when I requested the reference number for my call only then she said she has to log the call on the system so I patiently waited for the reference number. As I did not receive the promised call I called Grand Mark once more the next day (14 Dec) and was given Autoboys Honeydew number.</p> <p>Autoboys landline number was not working so had to get back to Grand Mark for alternative number. Autoboys confirmed that the requesat was only received on the 13th (round about the time the reference number was generated), I explained that this was rather urgent as I plan to take a long trip on the 16th Dec. An appointment was set for the next day the 15th Dec. </p> <p>The morning of the appointment Autoboys called to say they dont have the windscreen but will do their best to get one from their other branches and will let me know, if they cant source one from other branches they will have to contactl discovery insure to get authorisation to obtain the genuine windscreen from LandRover dealership unless if I was interested in having the standard windscreen fitted (i declined the offer). No call came on the 15th so I had to cancel my trip. Called Autoboys on the 17th and was promised a call back as their system was still rebooting, the call never came.</p> <p>I sent an email to Onwaba (Discovery consultant handling this matter) on the 14th Dec complaining about the service, never received even an acknowledgement. Its been a month since I first sent the claim to discovery Insure and still my windscreen has not been replaced. I have racked up my mobile phone bill with follow ups now my only question is how much longer do I have to wait?</p> <p>Discovery insure has a great system where one can track claim progress but unfortunately there is no way one can give feedback as to fraustration experienced in dealing with their service provider of choice. I have never had a bad experience with any of reputable glass fitment centre like PG Autoglass or Glasfit they have branches in all major towns plus they take the stress of having to put in the claim and do counless follow ups. I am not advocating for the use of these dealerships but please give client experience a thought as you negotiate better deals for us, it should not be a matter of "goedkoop is 'n duurkoop" as I am experiencing now.</p>