FZ
Francois Z
1 reviews | Active since Jan 2013
22 Jul 2024, 05:14
BAD SERVICE DELIVERY
I came to Discovery about 6 years ago in response to a marketing call. They have no respect for their customers in answering any emails. I bought a new caravan two years ago and notified them with the request to remove the old one since it was sold. Their system acknowledged receipt of the email but from there on I received no response. On renewal date this year, for the first time ever, I was contacted by a broker from Fgro and I mentioned to him about my ignored request that Discovery must remove the old caravan from the schedule and that they must pay me back the overpaid premiums on the van. He promised me the moon, updated my insurance, got an appointed as my broker and never addressed the owed money part of our agreement. I wrote emails upon emails as reminders to PLEASE give attention to the fact that my overpaid premiums should be paid back. It is as if this insurer vanished from the face of this earth. They did phone me, most of the time at an inconvenient time, and everytime I request their response in writing. They dont commit in writing. Bad on service delivery
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Replies (3)0
Replies (3)
FGro Red's replyOfficial
22 Jul 2024, 08:22Hi Francois, the service we deliver to our customers and the experience we leave is of the utmost importance to us. We're terribly sorry that your query has not been resolved to your satisfaction. We commit to having this resolved urgently and we guarantee a change in the experience you've had thus far.
The FGro Team.
The FGro Team.
FGro Red's reply22 Jul 2024, 08:22
Official
Hi Francois, the service we deliver to our customers and the experience we leave is of the utmost importance to us. We're terribly sorry that your query has not been resolved to your satisfaction. We commit to having this resolved urgently and we guarantee a change in the experience you've had thus far.
The FGro Team.
The FGro Team.
FZ
Francois Z's updateReviewer Update
12 Aug 2024, 07:57Immediately after I posted this complaint, a lady from Fgro contacted me with the promise to investigate. I never had a broker attending to my needs but had to pay brokerage fees. So I appreciated the fact, even only after I had to go through Hellopeter I was at least now on the radar. But unfortunately, then they cannot find communications between us, then they need information on the caravan😳. A week later I was again phoned by the same lady explaining that the money would be paid back after the next premium will be deducted. I do not know the correlation between these two actions, but surely the payment went through, but still no repayment. I brought it to her attention that she had to look at the content of my original complaint to address all issues. And then the applecart got turned over. It is because nothing from Discovery regarding their responsibility toewards their client are in writing. I do not refer to their schedule, because it is based on this schedule that they receive money from you. But where they had to own up to their negligence, there is a deliberate effort from their side to evade any papertrail whatsover. Well, after 3 weeks I am still waiting for some written response from one of the least organised compaies I have ever dealt wirh. Please do not judge me as being too harsh, but I will not recommend you to anyone. As a matter of fact, I am travelling in my caravan for the past 3 years and one of the most discussed topic is the insurance of your property whilst on the road. I hope to hear from them soon and will react on this platform accordingly.
Wow!!
Wow!!
FZ
Francois Z's update12 Aug 2024, 07:57
Reviewer Update
Immediately after I posted this complaint, a lady from Fgro contacted me with the promise to investigate. I never had a broker attending to my needs but had to pay brokerage fees. So I appreciated the fact, even only after I had to go through Hellopeter I was at least now on the radar. But unfortunately, then they cannot find communications between us, then they need information on the caravan😳. A week later I was again phoned by the same lady explaining that the money would be paid back after the next premium will be deducted. I do not know the correlation between these two actions, but surely the payment went through, but still no repayment. I brought it to her attention that she had to look at the content of my original complaint to address all issues. And then the applecart got turned over. It is because nothing from Discovery regarding their responsibility toewards their client are in writing. I do not refer to their schedule, because it is based on this schedule that they receive money from you. But where they had to own up to their negligence, there is a deliberate effort from their side to evade any papertrail whatsover. Well, after 3 weeks I am still waiting for some written response from one of the least organised compaies I have ever dealt wirh. Please do not judge me as being too harsh, but I will not recommend you to anyone. As a matter of fact, I am travelling in my caravan for the past 3 years and one of the most discussed topic is the insurance of your property whilst on the road. I hope to hear from them soon and will react on this platform accordingly.
Wow!!
Wow!!
FGro Red's replyOfficial
02 Jun 2025, 15:32 Hi FrancoisWe’re truly sorry — we dropped the ball, and this isn’t what we stand for. From the poor service to the unexpected premium change, it’s completely unacceptable. We take your feedback seriously and will ensure we improve going forward. The FGro Team
FGro Red's reply02 Jun 2025, 15:32
Official
Hi FrancoisWe’re truly sorry — we dropped the ball, and this isn’t what we stand for. From the poor service to the unexpected premium change, it’s completely unacceptable. We take your feedback seriously and will ensure we improve going forward. The FGro Team