JG
John G
Active since Nov 2013
12
Reviews
0
Industries
Reviews
12 reviews7 months ago
Poor communication and inaction putting me at severe risk.
For the last couple of years I've been very happy with Discovery Insure, but I've had three incidents in the last 2 days that have left me cold. Firstly, I phoned yesterday to add a new vehicle to my insurance. In doing so, I was informed that an existing covered vehicle (my Toyota Fortuner) has not been covered for theft or hijacking for the past 2 years (it has been insured with you since 2021). It turns out I received an email on 2 Aug 2023 telling me you're removing this cover unless I install a Discovery-specific tracker. I missed this email. And that was it. No SMS / WhatsApp outreach, no phonecall, no other warning. And I have interacted many times with you since then, including adding another car in 2024, removing that car later, and adding another car early this year. Separately I also heard in the news that there were tracking device related issues with some insurers a few months ago, and I phoned your call center to check if this affected me - and I was told I am completely compliant! You can check your phone records. I cannot believe you dropped my cover for theft and hijacking for my Fortuner without following up - or showing a flag in the app or something. I realize I missed the email but really! We all miss the odd email. This is NOT good enough. This is a R**** risk to me - it's massive. Then secondly: today I phoned back only to find that the vehicle I added yesterday was not added - it was left in 'quote' status. Please check the phone records from yesterday - I explicitly requested this vehicle be added and was told it was. So I drove it last night without cover, unknowingly. Thirdly, today also I found out that my son's insurance that I took out back in January did not include the young driver benefit. This is an important free benefit and it was not offered to me. Please check your phone records. How can I trust Discovery Insure anymore? What if you remove / change / don't apply / omit stuff in future - and then I find I've been severely impacted by your poor communication. I am on a campaign to let everyone know they may be at risk.
212 replies
18 months ago
Excellent experience in having my fibreglass pool fully re-surfaced.
I asked neighbours for recommendations when I needed to renovate my pool. One recommendation was Aquatech. They appeared to give me the best combination of value for money and price when I asked for a quote from them and two others. They started as agreed on time, and did a great job. They were meticulous in preparing the pool (st*********** the old fibreglass and dealing with cracks in the underlying marbelite. They also put in a new light and weir. The end result looks really good. At one point I was unhappy about the mosaics on the steps (a bit skew), and they modified to my requirement with no issue. Peter was very communicative as and when I needed, and very reasonable. The work took more than double the duration quoted, but I was quite fine with that as I could see they were doing the preparation with care and diligence, and the price was fixed. I would most certainly recommend them for this kind of job.
0 replies
24 months ago
Good service but shocking accounts issues
I had a very good experience in hospital with Life Healthcare Wilgeheuwel, for a routine colonoscopy. It all went well and the staff were nice, until it came to settling the account. The trouble started when I was given a 50% discount on my co-payment (R4,300) when being admitted on the morning of my procedure. I paid this immediately (R2,150). Later I received an account statement from Discovery Health saying they rejected the hospital claim. The reason was that the total fee (R3,997) was less than the co-payment amount. But they'd not taken the discount into account. Thus I still owed the balance of R3,997-R2,150. I wish they'd not given the discount, I would've paid the full amount and I would've claimed it all from my gap cover. Now, I'm trying to unravel this. The phones at Wilgeheuwel are terrible. I can hardly get hold of the accounts department - it just rings and rings. On one occasion Discovery Health got hold of them for me, and they promised to get this discount app**** and sort out the account. That was a month ago but nothing has happened. Then last week I managed to get hold of them and they promised to get it addressed. Again, nothing. Today I phoned and was told to phone the national call center. They told me I need to phone the credit controller. Her phone went to voicemail. I've left a message but I have now spent a few hours on the phone trying to resolve this over a period of 6-7 weeks. I have also emailed every email address I can find (including replying to emails where I received a statement from the hospital and from the national accounts dept) but they seem to go into a black hole. As a matter of principle I would like this to be resolved. And hopefully to identify the gaps in your processes, so others are spared this wild goose chase and wasted time in future.
106 replies
62 months ago
Quick and good job done
Really quick and good job done on my tap outside. Under one hour so fitted into callout fee parameters set by OUTsurance. Well done Herman.
0 replies
64 months ago
Shoe booster activation failed by Discovery but I am charged
Discovery in most respects I believe is really a 4-5 star company. However I am SO FRUSTRATED with my repeated attempts to activate the shoe booster over the past month. On 1 Dec I activated the shoe booster by paying my R399. On 5 Dec I bought my qualifying shoes at Total Sports. Note – these shoes are exactly the same as I have bought previously using shoe booster – the ASICS Gel Cumulus (just a later version – this time the 22) – and at the exact same Total Sports at Cresta, using my Discovery card and with the same Healthy Gear card number I’ve used before. All checked and verified many times. And then I found the activation process didn’t pick up the purchase. So I was phoned Discovery and was told to go and return the shoes, and re-purchase them. I did so on 16 Dec. On 17 Dec I phoned Discovery and spoke to Khwezi and logged ticket 7562507905. Same problem. I was promised resolution within 3-5 working days. On 23 Dec I phoned again and spoke to someone else who told me the call had be logged incorrectly by Khwezi but she would correct it and get back to me by 25 Dec. When I mentioned this was Christmas Day, she said perhaps 26 or 28 Dec. On 28 Dec I phoned again and spoke to Zayed who told me the ticket was still under investigation but he would personally make sure I got a response on this quickly. I asked that it could be resolved within 2-3 days please, as the one-month window to get the booster activated was about to expire. He promised to note this on the ticket. Today, 5 Jan, I have still heard nothing and decided to try again. I called, went through all the options, and just started speaking to someone when I was cut off. I tried again, and the same thing happened, although I was not cut off, the line simply ‘went dead’. This is just such poor customer service. I mentioned it to some friends and gather I am not the only one having this kind of trouble with Vitality. I think you guys have a fantastic business model in so many ways, and I’m a very active Vitality participant as you’ll see if you look at my activity. But this just makes me want to walk away. How can I get my shoe booster activated? Surely it should not be this hard.
0 replies
67 months ago
Endless activation process and still nothing
I contacted Cool Ideas weeks before moving over from my prior ISP to Cool Ideas, to indicate how important it was that I be moved over rapidly - they said it could take 2-3 days but I asked if we could try do it in 1. They said as long as my old ISP releases the line it should be fast. First thing in the morning on the 1st Oct I ensured the line was released. And then I have been back and forth multiple times every day for a week with zero to show for it. I have no idea when I'll be activated and I'm burning mobile data and getting in trouble at work (I work from home, and have 6+ hours of webex calls each day). I cannot believe how terrible this has been.
53 replies
70 months ago
Cash back not paying out until I raise a query
I've always been such a fan of the Vitality program, and I've certainly reaped many benefits. I still think it's a fantastic program. However over the last 6+ months I've found that I constantly need to follow up to ensure that my shoe booster cash back gets paid out, and similarly for PnP healthy food cash back. It's starting to feel like you guys are avoiding paying unless and until I query it.
0 replies
76 months ago
World Class airline, in so many ways.
A couple of years ago I moved from being a Voyager member on SAA to a Delta SkyMiles member with Delta, as my primary loyalty membership. I have been constantly impressed with the professionalism of the staff, the helpful customer service, the value of the loyalty program, the quality of the planes/seats/entertainment/etc and the values held by the company. This is not about one experience but an ongoing trust and appreciation for their brand and all it encompasses. Well done Delta!
0 replies
101 months ago
No resolution after 3 months
At the end of September I requested an upgrade of my service to commence on 1 Oct 2017. Now it is 3 January 2018 and after numerous emails, calls and queries logged, I still have not got my upgrade (from 20/2 capped to 20/20 uncapped) although I'm being billed for the new package as agreed. I don't know what to do anymore. I have uncapped, but the main thing I wanted was the 20 upload speed. Nobody seems to take this seriously and follow up on it meaningfully with me. I give up. I even tried to cancel my upgrade and rather revert to the prior package but even that has failed.
105 replies
132 months ago
Delivering a good service
I have to say that every time I've asked Discovery to credit me with Vitality points for dentist visits or flu vacs or a run or whatever they've been quick and solid in their service. Having just struggled with a few other companies for other aspects of (poor) service made me realize these guys are good at what they do. Thanks guys, and well done.
76 replies
Review Distribution
5 Star
5 (41.666666666666664%)
4 Star
0 (0%)
3 Star
1 (8.333333333333334%)
2 Star
4 (33.333333333333336%)
1 Star
2 (16.666666666666668%)