Your customers are humans

Our family was subjected to an armed break, during which we were tied up, on the 2nd of September 2022. The ******s had cut through all our security fencing. Our property borders on Delta Park. The following day we phoned Discovery insure to assist with the hole in the fence, which is directly on a large public park. Discovery Insure advised us that Claims handle this, Claims told us emergency assist sorts this out, and emergency assist told us that Claims handle this. My broker told me to find someone and pay for them to come out. This is with only a pay as you go phone and not knowing if any of our accounts were still untouched. I was surprised at how little concern Discovery Insure and our broker had for us. We had an armed home invasion and were not even willing to assist with ensuring that our property was safe/family was safe. When we finally did get some claims settled, we were given vouchers from Takealot, most of our shoes were taken (how do you replace this from Takealot/same size and make), my wedding rings, my family heirloom jewelry. We had to make do with what was in stock in Takealot. Over a month later Discovery Insure sent a team of assessors to our house to count all our items. A family that had, had an armed home invasion had a group of 5 people counting every item, socks etc in our house - never mind reliving the trauma, but A MONTH LATER. Please can Discovery Insure and my broker Stephen Penny remember that each claim is a person that has had a loss or a trauma. I am so sorry that it feels that they will do anything to ensure to refute a claim, but not once acknowledge the trauma that is experienced