Discovery Insure
Discovery group - A pervasive culture poor service

I submitted a motor vehicle claim recently. The assessor assured me that I would be contacted within 48 hours to arrange for the vehicle to be repaired. For a week I heard nothing. When I contacted Discovery Insure to enquire as to the progress, I was told that the claim had been declined as I had not revealed an earlier loss with a previous insurer. After a huge rant, and telling them to go and check their facts, they committed to get back to me by 12h00 that day. I ended up calling them back at 13h30 whereupon they admitted their mistake and would approve the claim. If I hadn't chased them, they would never have gotten back to me. If they have the capability to check my claim history, why don't they do it instead of making me accountable, and why don't they do it when I join rather than waiting for a claim? Like all other Discovery divisions, this is just a stalling tactic. So far this year, I've had issues with their Vitality, Life, Card, and Insure divisions, thank goodness I don't belong to Discovery Health.

Company: Discovery Insure
Country: South Africa
City: Helpdesk

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