Duane S

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.