Discovery Insure
Verified Business
AI Review Summary
Based on recent customer reviews, Discovery Insure presents a deeply polarised experience. The business excels in frontline agent interactions, with customers consistently naming individual consultants who deliver exceptional, empathetic service. However, the claims process, particularly for complex or third-party claims, is a recurring source of frustration, marked by prolonged delays, poor communication, and disputed settlements that significantly undermine trust.
Top Strengths:
- •Agent Quality & Customer Care: Customers repeatedly name specific agents like Thabang Mpyana, Cindy Sabapathy, and Joelene Scholtz as standouts. Praise centres on empathy, patience, knowledge, and proactive follow-up that makes stressful situations manageable.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
8.8Trustindex Rating
#20Ranked In Home Insurance
48 minutesAverage Time To Reply
26 NPSRecommended: Likely
Replied to 90% of negative reviews
Typically takes less than 1 hour 49 min to reply
TrustIndex
8.8
Score
Ranking
#20
in Home Insurance
Avg Reply
48 minutes
NPS Score
26
Recommended: Likely
Replied to 90% of negative reviews
Typically takes less than 1 hour 49 min to reply
Review Distribution
4.1|2,707 Reviews
May '25 - Apr '26
5(75.8%)
4(3.4%)
3(0.6%)
2(1%)
1(19.2%)
5(75.8%)
4(3.4%)
3(0.6%)
2(1%)
1(19.2%)
Recent reviews (2,707)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
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APAP
Anjoh Poolton Anjoh Poolton
1 reviews | Active since Jan 2020
19 Mar 2026, 08:50
Swift swift professionalism
Swift service received via my Broker and Discovery Insurance a shout out to Nonqoba
Helpful (0)
|Replies (0)APAP
Anjoh Poolton Anjoh Poolton
1 reviews | Active since Jan 2020
19 Mar 2026, 08:50
Swift swift professionalism
Swift service received via my Broker and Discovery Insurance a shout out to Nonqoba
0
Replies (0)JvdW
Jaco van der Walt
1 reviews | Active since Jan 2020
19 Mar 2026, 08:34
Thank you Discovery Insure!
Discovery was fast, fixed the problem, not just a quick job, but providing the full solution.
Helpful (0)
|Replies (0)JvdW
Jaco van der Walt
1 reviews | Active since Jan 2020
19 Mar 2026, 08:34
Thank you Discovery Insure!
Discovery was fast, fixed the problem, not just a quick job, but providing the full solution.
0
Replies (0)AN
Andiswa N
1 reviews | Active since Jan 2020
19 Mar 2026, 07:45
Great Service from Reabetswe Setlau
I received excellent and prompt service from Reabetswe Setlau. Discovery consistently goes above and beyond when addressing issues. I truly appreciate their quick response time to claims. This is not my first experience with them, and I have received premium service with every claim or request I’ve made.
Helpful (0)
|Replies (0)AN
Andiswa N
1 reviews | Active since Jan 2020
19 Mar 2026, 07:45
Great Service from Reabetswe Setlau
I received excellent and prompt service from Reabetswe Setlau. Discovery consistently goes above and beyond when addressing issues. I truly appreciate their quick response time to claims. This is not my first experience with them, and I have received premium service with every claim or request I’ve made.
0
Replies (0)DS
Duane S
1 reviews | Active since Jan 2020
19 Mar 2026, 06:24
Loyal Client experiencing poor service
I am extremely disappointed with how my recent claim with Discovery Insure has been handled. This claim was originally opened at the end of January and was initially approved, with repair work commenced. During the process, only a minor leak was identified, which led to further leak detection being carried out on exposed pipes to determine the exact root cause. I understand that the final determination may classify the issue as wear and tear and therefore not covered under the policy. However, the core issue is not the claim outcome — it is the damage that was caused during the assessment process by Discovery’s appointed service provider. During the leak detection testing, a pipe was cut and four pool jet clips were broken. These damages were not present prior to the assessment and have resulted in additional repair work that I now need to carry out at my own cost. I have provided Discovery with photographic evidence of the damages and have followed up multiple times. Despite this, there has been a complete lack of communication and accountability. Due to the urgency, I have now had to appoint my own repairer to complete the work, including fixing the additional damage caused during the testing process. To make matters worse, I have now received a request to rate the service, which suggests that the claim has been closed — despite the fact that the damages caused during the assessment remain unresolved. I have been a loyal Discovery client overall, which makes this experience even more disappointing. I am not disputing the policy outcome regarding wear and tear. I am simply asking Discovery Insure to take responsibility for the damages caused by their appointed contractor during the assessment process. I would appreciate urgent intervention and a fair resolution to this matter.
Helpful (0)
|Replies (0)DS
Duane S
1 reviews | Active since Jan 2020
19 Mar 2026, 06:24
Loyal Client experiencing poor service
I am extremely disappointed with how my recent claim with Discovery Insure has been handled. This claim was originally opened at the end of January and was initially approved, with repair work commenced. During the process, only a minor leak was identified, which led to further leak detection being carried out on exposed pipes to determine the exact root cause. I understand that the final determination may classify the issue as wear and tear and therefore not covered under the policy. However, the core issue is not the claim outcome — it is the damage that was caused during the assessment process by Discovery’s appointed service provider. During the leak detection testing, a pipe was cut and four pool jet clips were broken. These damages were not present prior to the assessment and have resulted in additional repair work that I now need to carry out at my own cost. I have provided Discovery with photographic evidence of the damages and have followed up multiple times. Despite this, there has been a complete lack of communication and accountability. Due to the urgency, I have now had to appoint my own repairer to complete the work, including fixing the additional damage caused during the testing process. To make matters worse, I have now received a request to rate the service, which suggests that the claim has been closed — despite the fact that the damages caused during the assessment remain unresolved. I have been a loyal Discovery client overall, which makes this experience even more disappointing. I am not disputing the policy outcome regarding wear and tear. I am simply asking Discovery Insure to take responsibility for the damages caused by their appointed contractor during the assessment process. I would appreciate urgent intervention and a fair resolution to this matter.
0
Replies (0)PS
Pieter S
1 reviews | Active since Jan 2020
19 Mar 2026, 05:37
Discovery insurance
Discovery insure was informed in September 2025 that I would be taking out insurance from another company. I was emailed that they received it and has sent it to their client retention department. I took out the new insurance and up to January 2026 Discovery kept trying to claim premiums from my account, costing me bank charges for debit orders not provided for. I have contacted Discovery about 3 times to get them to stop putting through the debit order but they have not come back to me. In February they tried another tactic by putting through the debit order on the 10th of February and it went through. I later reversed it but it cost me more than R100 in time lost at work and bank fees for reversing the debit order. Today (19 March 2026) I went onto my credit profile only to see that Discovery is still on my profile and that I still owe them a premium. To every body out there that thinks Discovery insurance is good, be careful, they do not do what they have to do when you decide not to use them anymore.
Helpful (0)
|Replies (0)PS
Pieter S
1 reviews | Active since Jan 2020
19 Mar 2026, 05:37
Discovery insurance
Discovery insure was informed in September 2025 that I would be taking out insurance from another company. I was emailed that they received it and has sent it to their client retention department. I took out the new insurance and up to January 2026 Discovery kept trying to claim premiums from my account, costing me bank charges for debit orders not provided for. I have contacted Discovery about 3 times to get them to stop putting through the debit order but they have not come back to me. In February they tried another tactic by putting through the debit order on the 10th of February and it went through. I later reversed it but it cost me more than R100 in time lost at work and bank fees for reversing the debit order. Today (19 March 2026) I went onto my credit profile only to see that Discovery is still on my profile and that I still owe them a premium. To every body out there that thinks Discovery insurance is good, be careful, they do not do what they have to do when you decide not to use them anymore.
0
Replies (0)SD
Siphiwo D
1 reviews | Active since Jan 2020
18 Mar 2026, 18:17
#DiscoveryDidGood
Had a bit of an issue with my debit order collection which caused some back and forth until I was finally transferred to Thabang Mpyana in the Retentions team at Discovery Insure. He was able to clearly explain what the issue was, he even explained why some of the other consultants might’ve misunderstood the information and what we can do to solve it. Within minutes the matter was completely resolved. He definitely knows what he’s doing and demonstrated an elevated level of understanding of his work #DiscoveryDidGood
Helpful (0)
|Replies (0)SD
Siphiwo D
1 reviews | Active since Jan 2020
18 Mar 2026, 18:17
#DiscoveryDidGood
Had a bit of an issue with my debit order collection which caused some back and forth until I was finally transferred to Thabang Mpyana in the Retentions team at Discovery Insure. He was able to clearly explain what the issue was, he even explained why some of the other consultants might’ve misunderstood the information and what we can do to solve it. Within minutes the matter was completely resolved. He definitely knows what he’s doing and demonstrated an elevated level of understanding of his work #DiscoveryDidGood
0
Replies (0)