Poor Claims Experince

I am formally escalating a complaint regarding the unacceptable handling of my claim for my alignment machine, which was collected on Monday, 16 March.

I was clearly advised that the assessment would take approximately two days. This deadline has been grossly exceeded, and to date I have received no meaningful update, no accountability, and no resolution.

Despite repeated follow-ups on my part, there has been a complete lack of urgency and ownership from the appointed assessor, Rose Moahi. I have explicitly communicated—multiple times—that my business is actively losing income due to this delay. This has been ignored.

Please note that I have recordings of the conversations that have taken place, which clearly reflect the lack of assistance, follow-up, and accountability in handling this matter.

It is entirely unacceptable that:

No proactive follow-up has been done with the service provider appointed by your office.

I am being forced to chase updates on a process that is not my responsibility.

My direct question regarding reimbur*****t for loss of income has been consistently ignored.

The assessor has demonstrated a clear lack of urgency, accountability, and service delivery.

Let me be clear: I am suffering financial loss daily due to your delays and inaction. This is not a minor inconvenience—it is a direct impact on my business operations and income.

I now demand the following, with immediate effect:

Urgent intervention and escalation of this claim to a senior claims manager.

A clear, written update within 24 hours on the status of the assessment and confirmed timelines.

Immediate follow-up with the appointed service provider to expedite the outstanding report.

A formal response on how my loss of income will be reimbursed as a direct result of your delays.

If this matter is not resolved urgently, I will escalate this complaint further to the relevant regulatory bodies without hesitation.

Your lack of service and failure to act is unacceptable, and I expect this matter to now be treated with the urgency it requires.

I never experienced this with Discovery and it is very unfortunate that they have closed they business department or else I would have not moved my insurance to Old Mutual