1 reviews | Active since Jul 2020
WORST SERVICE EVER!!!!
If it was up to me I would actually not give this company a rating!The service I have received does not even deserve a one star rating.
I would really advise people to look at the bad reviews of a company before taking up any insurance or any product because it is actually through the bad reviews that you see a company for that they really are.
I am so upset at this company and I know that since no one gave me valid feedback or resolution on my claim maybe going on social media will help get this some attention. This is an email I have sent to one of the managers as a basic summary of my frustrations with this company!
From the beginning of this claim till today I have received nothing but horrible service from Discovery and the service provider chosen.
I submitted a claim on the 1st December 2022
Claim was approved on the 9th December 2022.
There was sometime in December I called the service provider and was told by the reception that they ordered parts for my car and it will only be next year that the car gets fixed because companies are closing.
Mind you that all this was false information because my car was not with them at this time so I wonder where this information was provided from.
Fast forward to January 15th and I called the service provider again that Discovery referred me to fix my car which is Eljoney body repairs and was told that my car is not with them and I should call my insurance company to find out what was going on.
I called and was told that my car is with Lyttelton Autobody from the day it was towed and they will send for release of the car.
I called Eljoney again to find out if the car has been released and they advised not yet because Lyttelton Autobody kept the car for over a month not wanting to release it because apparently Discovery had to pay them a fee for car to be released.
Mind you this is now over a month of time wasted with my car not being worked on.
Finally they get my car and book it in for repairs on the 20th January 2023.
On 27th January 2023 they notified me that there is backorder of parts till today that back order issue is not sorted!
On the 2nd of March I sent an email to Yolande which is the claims specialist assigned to me for this claim and till today she still has not gotten back to me with the email sent.
I then called on the 2nd March to find out what’s happening with this claim since Yolande never responded to my email and spoke to a guy named Urban.I explained to Urban my frustrations and he put me on hold saying he will call the service provider. Urban then got back to me with the information that my car will be ready for collection the next day(Friday) or latest Monday.I even specifically asked him if they got the back order parts that they were long waiting for and he confirmed that car will be ready latest Monday.
On Friday I called the service provider to find out if all is in order for me to collect car as Urban confirmed and they started telling me stories about back order parts!!!Which I did not understand because what conversation did Urban have with them then???
I called Discovery again on Friday after hearing this information from THEIR SERVICE PROVIDER and someone called them to confirm and indeed they said they waiting for parts. I then requested to speak to the team leader or manager and was given the phone to Thapelo.
I explained all my frustrations to him and he kept saying he understands but still had the audacity to ask how can he help me??? Firsty there was nothing Thapelo was understanding because it’s all a part of his job to say he understands and hears me and I know this because I worked with insurance and clients before so I know this method he was using on me.On top of that he did not even sound interested in what I was saying as he sounded distracted like he was busy with something and only after I told him that he should be giving me solutions and not asking how he can help me!!!Not sure what level of service this is but definitely not the one that you tell clients to provide when you guys are busy making sales and getting clients to sign up with Discovery.
I spoke to Thapelo on Friday and told him it is a matter of urgency and he should get back to me asap.Yesterday was Monday and I did not received any correspondence not even an acknowledgment of what he has done so far even if he called the service provider nothing.
Mind you I have been without a car from the 1st of December which is over 3 months now and over 90 days because soon we will be approaching middle March without a proper resolution for me.
I now called the service provider this morning and they referred me to some man named Christopher who says he is working with the ordering of parts.Now the information I received from him was rather very disturbing he told me that they are waiting for BACK ORDER PARTS which will take 20-25th working days as the parts are not in the country.I told Christopher that I have been giving this information about parts from January already and we are in March now surely those 20-25 days should be up by now! And he told me that the parts they got were wrong and my issue with that is whose fault is it that they got wrong parts and why must I be inconvenienced through all of this??The first inconvenience was the fact that my car was so where for over a month not being worked on and now being told inconsistent stories by my insurance company and the service provider they chose??? And if we are being honest I should not even be liaising with this service provider because I pay my premiums to discovery monthly not them.So my insurance company should make sure they they are doing right by me and making sure I end up as a satisfied client.I am not getting this service of insurance for free so I am not sure why am I being given treatment like I am a charity case and Discovery is doing me a favour.
Please listen to all the call recordings I have made throughout this claim to hear how I was being misled and being told false information by Discovery which contradicts what the service provider is saying.
I have been calling Discovery multiple times today to inform them of the information I am getting from their service provider with regards to me waiting another 20-25 working days for back order parts and each time I call I am told Thapelo is busy.First they said he was in a meeting and I called again 3 hours later and was told he will call me shortly.Writing this email now I know that it is soon going to be 4pm and people will knock off and it will be my duty again to call and follow up tomorrow with this.
The fact that I keep calling and being told the same thing over and over that I will get a call back and as always no call back from both Discovery and the service provider.This is beyond horrible service that I am being provided with.
If I am not going to have my car by the end of this week please make urgent provision for car hire to be provided to me which I will not be liable for because at this point my insurance company and their service provider is inconveniencing me and this is long overdue.
I called Discovery on Friday to follow up if I can be assisted with the car hire and the team leader Thapelo confirmed that I am not able to get the car hire because Discovery is not at fault.From the response received previously it was said that parts are not the service providers fault or the insurance company right which is fine I get that but now there was a whole delay on my car for a month whose fault was that the service provider or discovery’s fault or was it my fault for having insurance ?
My problem with this whole thing is that there is no accountability or ownership with this whole case.
A whole month was wasted with my car not being worked on and I had to call the service provider to find out that there was a standstill on my car had I not called my car was probably still not going to be worked on.
The previous response received was about having three months waived premiums and now it’s about refunding a months premiums ?The inconsistency once more that I keep getting throughout this claim.
Furthermore when I called the Service provider AGAIN to find out if they had received these parts they were long waiting for I was told by some man name Christopher who works with parts that they received parts but it was the wrong parts???So again is it my fault that the service provider got the wrong parts and yet I must be inconvenienced again because people got wrong parts on a car I was waiting for over two months already and not I must another 20-25 working days a these parts are not in the country.
On Friday when I called I told Thapelo that since I cannot be convinced by my insurer we should call the service provider and tell them I want my car back.I will fix it myself even if it costs me more than this excess I am going to pay because for the mere fact that I am 4 months now without a car and it’s no one’s fault is what makes me say I will fix my car myself it’s fine.
Honestly speaking having premiums waivered or one months refund back into my account will not alleviate the fact that I am suffering without car for over three months now.
I asked the service provider to send me the assessment quote and on there it states that repairs normally take 10 working days right and it also highlights that back order parts is not the fault of service provider or insurer which is fine but now had this claim been dealt with properly from December by now I would have had my car for sure.
So in conclusion since car hire won’t be provided to me while this mess is being sorted out I request that Discovery liaise with their service provider for the release of my car I will see what I do with it myself just now the reason this is even ongoing maybe my car is not even in SA by more but sold somewhere hence no one can give me valid feedback with regards to it.
The premium that was refunded to me when it in my account please debit it back I don’t want the refund I want my car back at this point.
A car is all I need until this mess is sorted out and since I can’t get car hire please arrange for my car to be released.
I called Discovery on Friday to follow up if I can be assisted with the car hire and the team leader Thapelo confirmed that I am not able to get the car hire because Discovery is not at fault.From the response received previously it was said that parts are not the service providers fault or the insurance company right which is fine I get that but now there was a whole delay on my car for a month whose fault was that the service provider or discovery’s fault or was it my fault for having insurance ?
My problem with this whole thing is that there is no accountability or ownership with this whole case.
A whole month was wasted with my car not being worked on and I had to call the service provider to find out that there was a standstill on my car had I not called my car was probably still not going to be worked on.
The previous response received was about having three months waived premiums and now it’s about refunding a months premiums ?The inconsistency once more that I keep getting throughout this claim.
Furthermore when I called the Service provider AGAIN to find out if they had received these parts they were long waiting for I was told by some man name Christopher who works with parts that they received parts but it was the wrong parts???So again is it my fault that the service provider got the wrong parts and yet I must be inconvenienced again because people got wrong parts on a car I was waiting for over two months already and not I must another 20-25 working days a these parts are not in the country.
On Friday when I called I told Thapelo that since I cannot be convinced by my insurer we should call the service provider and tell them I want my car back.I will fix it myself even if it costs me more than this excess I am going to pay because for the mere fact that I am 4 months now without a car and it’s no one’s fault is what makes me say I will fix my car myself it’s fine.
Honestly speaking having premiums waivered or one months refund back into my account will not alleviate the fact that I am suffering without car for over three months now.
I asked the service provider to send me the assessment quote and on there it states that repairs normally take 10 working days right and it also highlights that back order parts is not the fault of service provider or insurer which is fine but now had this claim been dealt with properly from December by now I would have had my car for sure.
So in conclusion since car hire won’t be provided to me while this mess is being sorted out I request that Discovery liaise with their service provider for the release of my car I will see what I do with it myself just now the reason this is even ongoing maybe my car is not even in SA by more but sold somewhere hence no one can give me valid feedback with regards to it.
The premium that was refunded to me when it in my account please debit it back I don’t want the refund I want my car back at this point.
A car is all I need until this mess is sorted out and since I can’t get car hire please arrange for my car to be released.
Maybe they can tell me why as the client I am inconvenienced for 4 months without a car for repairs that should take 10 days roughly and if we include back order parts my another month or so but I am waiting still for whole FOUR MONTHS yet people are not liable for this inconvenience.
They must tell me why was my car just chilling at Lyttelton Auto body for over a month when I was told by my insurer that the car is with the service provider only for that to not be the case.
They must tell me why wrong parts were ordered by the service provider.
Maybe they can tell me why as the client I am inconvenienced for 4 months without a car for repairs that should take 10 days roughly and if we include back order parts my another month or so but I am waiting still for whole FOUR MONTHS yet people are not liable for this inconvenience.
They must tell me why was my car just chilling at Lyttelton Auto body for over a month when I was told by my insurer that the car is with the service provider only for that to not be the case.
They must tell me why wrong parts were ordered by the service provider.