On Friday last week I was promised by Darryl from the claims department that he would request Rina from underwriting to contact me urgently to discuss a report. After calling in to the call center and requesting the intervention of a manager - Rina finally got hold of me today and admitted that Darrel did send a request for her to contact me and offered the excuse that she was not in the office. This is the second time that my case was merely left for days due to someone being off. It is becoming clear to me now that there is no process in place at Discovery Insure to ensure service continuity in the event that someone becomes sick or goes on leave.
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