Discovery Insure
Discovery insurance lost my ca

I lodged a motor vehicle claim with Discovery on 13 May 2013.By 17 May 2013 I had called for follow up 5 times and left 5 messages and nobody had called me back. On 17 May I called for the 6th time and was told by Neo that my claim has been approved and my vehicle will be sent to a panelbeater. On 21 May I received a call from a panelbeater stating they have my car and my cellphone number but they have no idea what insurer the car is from and any claim authorisation. It took me 2 more calls and more than 60 minutes on the phone as well as 2 messages for a call back to discover that the car is at the wrong panelbeater and has been there for 3 days and Discovery did not even know where the vehicle was. I requested to speak to a mager or supervisor and was told they are all busy and I just have to wait for somebody to call me back 'hopefully today or soon'. My question is: is it acceptable for Discovery to not allow customers to escalate their issues to a supervisor and is it acceptable that they sent my car away and did not know its whereabouts for 3 days until I alerted them repeatedly that the car is not where it should be.

Company: Discovery Insure
Country: South Africa
City: Pretoria

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