Would not reccomend to anyone to use

I had a claim with Discover that I registered on the 1st of Jan 2024. The claim consultant that my claim was allocated to never contacted me or officiated the process of my claim.

Assessors, panel beaters and all other 3rd parties called me to ask where my vehicle is. I had to manage this whole process myself and advise on the location of vehicle even though my car was towed from me and was stored elsewhere for storage by Discovery. My claim consultant did not do her job and assist or communicate even after I sent her numerous emails or tried to call her to intervene and do her job.

When making calls to Discovery, you need to enter your ID number & claim number. One would think that this process allows the machine to direct your call to the relevant claim consultant but it is all in vein because not only are you expected to repeat your claim number again but you get a random first consultant available who expects you to repeat your issue again or can not transfer you to the right person because that relevant personnel is on a call. It is very frustrating and inefficient.

Throughout, the claim process, I picked up that my car had incremental damage from hail & the way the vehicle was towed. The assessment report helped me identify this.

It took them over 20 days to make a decision even though I provided proof that this damage was not there on the accident scene (day I submitted my claim). I went from pillar to post calling, working with different consultants & a supervisor and emailing them. However, Discovery dragged their feet in resolving this issue. I am certain that I am not the first client who has gone through such a situation.

They finally responded when my car rental was due back that they will fix the incremental damage on car but hail damage must be lodged as a new claim. This is ridiculous for me because this adds to my claim history & when my car is in my care it is not exposed to this level of risk as I have a locked garage and underground parking at work that ensures my vehicle is protected from hail damage.

Lastly, due to their incompetence and poor processes. The conclusion came late and has delayed the panel beater to start the repair on the incremental damage. I could’ve gotten my car back next week but now I have to wait another possible 30 days just because they did not action and/or make a decision when I raised this issue the first few times.

I am very unhappy with this insurer and would not recommend them to anyone.