Worst service from Discovery Insure - 8 weeks later and still no repaired vehicle!

Our vehicle broke down on 24 December and we were stranded in Polokwane. The vehicle was towed, and a claim was submitted for repairs to Discovery Insure. Discovery Insure has not given us consistent feedback on our repairs, due to accidental damage and we are still waiting for consistent feedback 8 WEEKS later!

We were informed by the panelbeater that they cannot repair our vehicle using the limited authorisation Discovery Insure provided, as it only covers the radiator and fan, the vehicle in unable to drive as the engine has seized. An additional mechanical assessment needs to completed - this was told to us 3 weeks again. NO MECHANICAL ASSESSMENT has been discussed with the panelbeater, or booked by Discovery Insure We have been waiting 3 weeks for this to take place, still NO DATE or CONFIRMATION of this taking place at all - and our vehicle has been in Polokwane since 24 December.

I keep receiving update SMS’s from Discovery that the claim has been authorised, vehicle booked in, vehicle in repair - again, as discussed with the panelbeater, repairs cannot commence and these SMS’s are incorrect.

I would like to raise that Mpho (our supposed claim handler) never responds to any emails, and only sends system generated communications and it is impossible to have a phone call with him, as he is never available and mainly works on weekends (as this is when we receive the system generated emails and SMS’s from his email address).

We have now been without our vehicle for 8 WEEKS with NO REAL RESOLUTION or clear plan of action. Is this in-line with Discovery Insure SLA’s / promise to customers?

I would also like to raise that our vehicle was moved from Toyota Polokwane to the Panelbeaters WITHOUT our AUTHORISATION and KNOWLEDGE. Aren’t we supposed to deal with Discovery Insure and get a regular update from yourselves?