Discovery Insure
Not supplying recording of sales call on request

After discussing the BP fuel cash back feature offered by Discovery Insure with a sales agent, I decided to switch to Discovery, as my overall insurance cost would be less.

However, after the first month it became apparent that the way the cash back is calculated is not consistent with what the sales agent had explained to me - not even close.

So four months ago I requested the recordings of the conversations I had with the sales agent, as every client is entitled, given that these recordings are essentially your "contract" when taking out a policy telephonically.

It took me 3 months and numerous phone calls to get Discovery Insure to act on my request. Eventually I was asked to collect a copy of the recordings at their offices in Centurion. After spending the best part of an hour there, I was finally advised that the recordings had been "lost".

I was assured that it would be couriered to me within 48 hours. A month and many phone calls later, I have still not received the recordings.

Promises of managers phoning me back "within 5 minutes" have come to naught.

My only conclusion now is that they are covering up a gross misrepresentation of their product. Next stop ombudsman.

Company: Discovery Insure
Country: South Africa
City: National

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