Discovery Insure frequently asked questions

Call us directly on 0860 751 751 or speak to your financial adviser. Alternatively you can submit your details and we will call you back.

You can update your details and cover in one of three easy ways:

1. Chat to your financial adviser
2. Call us on 0860 751 751
3. Email us at insureinfo@discovery.co.za

Update your details as soon as they change to make sure you have the correct cover in place.

What your car is used for could influence your claims and cover

Giving us the correct information about what your car is used for is important – it helps us to determine your risk profile for theft or accidents seeing as these differ depending on what your car is used for. If the wrong details of what your car is used for is incorrect on your Plan Schedule, you may have to pay an additional excess when claiming. In fact, your claim may even be rejected.

There are different uses that your car can be insured for. You should indicate the one the car is used for most of the time on your Plan:

• Private and professional: You should choose this option when you use your car for: 
  • Private transportation of others and yourself between home and your workplace.
  • Your car can occasionally be used for business (but not more than six occasions in a calendar month).
  • However, the transporting goods for business, trade or commercial purposes is excluded from this option.
• Business: If you use your car mostly for work and occasionally (not more than six occasions in a calendar month) to carry goods for business or trade purposes, you can indicate this category on your Plan. However, transporting goods for commercial purposes is excluded from this category.
• Commercial use: When you use your car to generate income, you are using it for commercial purposes. Examples of cars being used for commercial purposes include the transport and delivery of any trade goods (like a delivery service or courier) and transporting people (such as a taxi).

If a car is used for commercial purposes, we can’t insure it and would need to be placed on a commercial policy. If your car is being used for commercial purposes and you have a claim, it will be rejected by Discovery Insure. 

How to determine if your car is being used for commercial purposes 

To help you determine whether your car is being used for commercial purposes, please consider the questions below. If you answer “yes” to any of the questions, your car may be insured incorrectly and you might need to move your vehicle to be insured with a commercial insurer. If you have any doubt, please speak to your financial adviser or call us on 0860 751 751. 

Questions to help you check whether your car is being used for commercial purposes: 

• Is your car being driven by one or several drivers who are employed by a company or individual who offers your car to the drivers to do their job?
• Is your car used to transport passengers in exchange for payment?
• Is your car used to transport any valuable goods, equipment items that are sold to others for financial reward? Examples include beauty products that are sold to clients and plumbing equipment (geysers, pipes) that gets delivered to customers.

If you need to make any changes to your Plan, please speak to your financial adviser, call us on 0860 751 751. You can also send us an email with all the details of what you need updated to insuremaintenance@discovery.co.za, with your Plan number, initials and surname.

Discovery Insure clients with Vitality Drive will automatically be enrolled in the Active Rewards programme.

View your Active Rewards on the Discovery App.

You have two weeks to select your reward before it expires.

You can log onto the Discovery app.

You earn a play on the game board when you close your rings on the Discovery app by achieving your drive goals.
Use your plays to pick a tile on the game board to reveal Vitality reward points which can be converted into rewards of your choice.

You will get a play every Wednesday when you achieve your goal.

If you have a harsh event, we will recalculate the kilometres from zero. This means your trip won’t count as an event-free kilometres and you will start working towards your 100 km event-free trips from zero again.

When and how you receive your Vitality Drive card depends on the DQ-Track option you chose:

• With the smartphone-enabled DQ-Track, you will get your Vitality Drive card in your welcome pack when you pick up your Vitality Drive Sensor at Tiger Wheel & Tyre.
• If you chose the standalone DQ-Track, you will receive your card from the technician on the day of your installation appointment.

Once you have your Vitality Drive card and have linked it to your Plan, all you have to do is swipe it at BP or Shell service stations when you fill up to earn your fuel rewards.

Not sure how to link your new Vitality Drive card? Simply click here to link it.

Replacement Vitality Drive cards are available at your nearest Tiger Wheel & Tyre branch.

You can choose how you would like to measure your driving behaviour – with either the smartphone-enabled or standalone DQ-Track.

The smartphone-enabled DQ-Track gives you the opportunity to earn more Vitality Drive points, more easily. It consists of the Discovery Insure app and our Vitality Drive Sensor device, and uses accelerometer, gyroscope and GPS data to measure your driving behaviour. It also gives you immediate trip feedback as well as detailed feedback on driving events including cellphone use, and the ability to compete with other drivers.

The Discovery Insure app is also available for the Apple Watch.

Learn more about the smartphone-enabled DQ-Track, including compatible smartphones, data charges and other costs, the app’s features and how it measures your driving behaviour. Read the Discovery Insure app’s privacy policy and terms of use.

The standalone DQ-Track is best if you don’t have a compatible Apple or Android smartphone.

Both options offer access to  safety features such as immediate emergency assistance when you’ve been in a severe accident and warnings of imminent bad weather, as well as the ability to earn Vitality Drive, so you can earn more  rewards.

A R150 activation fee is payable immediately when you choose your DQ-Track. This activation fee is at a Plan level, meaning that even if you have three vehicles on your Plan and choose to install a DQ-Track in all the vehicles, you will only pay one activation fee.

Stolen vehicle tracking and recovery is automatically included on both standalone DQ-Track and the smartphone–enabled DQ-Track for an additional once-off activation fee of R150 per Plan. To activate stolen vehicle tracking and recovery, you’ll need to pay an additional monthly fee of R75 per car per month.

Download more information about DQ-Track and its safety features.

When you join Vitality Drive, you have the option of installing either the smartphone-enabled or standalone DQ-Track to get a Driver performance score and earn Vitality Drive Points. You will pay a R150 activation fee per Plan.

Smartphone-enabled DQ-Track

For the smartphone-enabled DQ-Track, you can collect your Vitality Drive Sensor from your nearest Tiger Wheel & Tyre store. The Vitality Drive Sensor works with the Discovery Insure app to measure your driving behaviour.

Standalone DQ-Track

If you're a Classic or Executive Plan client, we'll come to a location of your choice to install the standalone DQ-Track. Essential Plan clients need to take their vehicle to their nearest fitment centre. If a fitment centre is not within a 50km radius, you will receive the mobile fitment option.

You'll receive your Vitality Drive card on installation.

You can make an appointment here to install your DQ-Track.

You can only get one Active Reward a week for each primary driver.

If you are using a Samsung device and have recently upgraded to Android Operating System 9 (OS 9), make sure that your Discovery Insure app is not in hibernation mode. Here is a step by step guide on how to take your Discovery Insure App out of hibernation mode so we can continue to measure your driving behavior.

Here are the ways to check your DQ-Track’s functionality:

Testing your standalone DQ-Track by SMS

1. Create a new SMS on your cellphone.
2. Type in the letter T or P.
3. Using the international +27 number format, send the SMS to the DQ-Track cell tracking number given to you during installation.
4. You’ll receive an SMS from DQ-Track confirming your car’s location within minutes.
5. You may not receive the SMS immediately if your car is out of GSM coverage (for example, a remote area where GSM coverage is poor, like a parking basement).

Testing your standalone DQ-Track online with DQ Mapper

1. Log in to www.discovery.co.za here.
2. A new window will appear. Click on ‘Access DQ Mapper’.
3. A new window will appear showing both a map and a list of cars on your plan that have a DQ-Track installed.
4. Click on any of these cars to see their location.

Testing your smartphone-enabled DQ-Track

You can see if your Vitality Drive sensor is connected on the "My vehicles (Vitality Drive sensors)" screen in "Settings" on an iPhone and on the 'Active Vitality Drive sensors' screen for Android. You'll see this within the first 10 minutes of activation at the time of installation. To check if your Vitality Drive sensor is connected at any other point, go to "About", then "List Vitality Drive sensors" on an Android device, and for iPhone, tap on "Account details" and then "Your cars". You can also see if the Vitality Drive sensor is connected while driving by seeing a green bar that says 'DQ Connected' on the Dashboard. This will only appear in driving mode.

Vitality Drive members earn DQ Points for driving well, improving their driving knowledge and awareness and making sure their vehicle is safe to drive.

Download more information on how to earn DQ Points or map out your journey to Get to Diamond Vitality Drive status.

Vitality Drive Points earned for different activities take different lengths of time to reflect on your Vitality Drive Dashboard based on where we get the information from. 

The information below shows how long points take to show on your Vitality Drive Dashboard for different activities:

Within 48 hours 

Vitality Drive Points will reflect on your Vitality Drive Dashboard within 48 hours of completing: 

• Online driver assessment

Within seven days 

• Passing the Tiger Wheel & Tyre Annual MultiPoint check
• Your service history being up to date

Within 14 days

• A Discovery Insure driving course
• EyeGym courses

After the end of each month

• Your Driver performance score
• Personal goals
• Your claim-free years

If you have completed an activity and your Vitality Drive Points have not been awarded in the time listed above, please email us at vitalitydriveinfo@discovery.co.za.

The information from your DQ-Track will be used to measure your driving behaviour and track the location of your vehicle in the event of a severe incident.

We will not use information from your DQ-Track when approving claims. The only time we will use the data from your DQ-Track in the claims process is to verify the time and location of an incident.

If you are involved in an accident and want to use data from the DQ-Track to prove your innocence and claim money from a third party, we will help you do so too. Discovery Insure, however, will not use such information without your permission.

You can select Vitality Drive for motorcycles if you have activated Vitality Drive on your Discovery Insure Plan. Vitality Drive for motorcycles is optional, even if Vitality Drive is activated on the Discovery Insure Plan.

If your motorcycle is the only vehicle insured, you need to select household contents or buildings insurance cover or both for at least R250 000. You can select Vitality Drive for motorcycles for an additional monthly premium.

Learn more about Vitality Drive for motorcycles.

What is the DriveMe benefit?

Discovery Insure is committed to keeping you safe on the roads. As a Vitality Drive member, DriveMe offers you an affordable way of getting home safely after a big night out, you can avoid more than an unpleasant hangover.

With Discovery Insure, you have access to discounted, safe personal driver services at any time of the day with our DriveMe partners – Uber, Road Trip and Scooter Angels, who are available in Johannesburg, Pretoria, Port Elizabeth, Cape Town and Durban. Scooter Angels is also available in Bloemfontein, East London, George, Nelspruit and Pietermaritzburg.

If your Discovery Insure Plan is cancelled, you will need to have your standalone DQ-Track removed from your car. If you choose not to have your standalone DQ-Track removed or if you do not contact us to arrange for it to be removed, you will need to pay a fee of R1 180. If you’ve installed the smartphone-enabled DQ-Track, you can simply discard it.

If you have installed and activated the smartphone-enabled DQ-Track, you can make use of this panic button for in-vehicle emergencies.

Clients with an Android operating system:

Simply press your smartphone’s power button repeatedly, in quick succession (at least five times), while your Discovery Insure app is connected to your Vitality Drive Sensor.

An alert will be sent to Discovery Insure. The smartphone will vibrate and you will receive a notification to confirm that the alert has been sent.

Clients with an Apple iOS operating system:

Simply press the red 'Panic' button that appears at the top right of the dashboard page of your Discovery Insure driving app, when your Discovery Insure app is connected to your Vitality Drive Sensor.

(If your smartphone is not connected to your Vitality Drive Sensor then the dashboard will not display the vehicle panic button.)

An alert will be sent to Discovery Insure and you will receive a notification to confirm that the alert has been sent.

All clients:

A call centre agent will try to contact you or the names noted on your Plan and offer the necessary assistance. If they can’t get hold of you, they will immediately dispatch an emergency response team to assist with your vehicle emergency.

The call centre can:

• Dispatch medical assistance;
• Initiate recovery processes or towing services, depending on the incident.

In the event of theft, hijacking, fire, lightning, explosion, storm, water, hail, snow, flood, earthquake, or malicious damage, you will not have to pay any excess on motor claims. If you have DQ-Track installed and you are in a motor vehicle accident that is caused by an insured third party, you will not have to pay any excess. The no excess benefits only apply to you if you have the Classic Plan or Executive Plan.

You will also not have to pay an excess on household contents claims caused by theft (with visible forced entry), fire, lightning, explosion, snow, flood, storm, rain, hail, earthquake or malicious damage.

We’ll waive your specified portable possessions’ basic claim excesses if these items’ documents (proof of purchase and valuation) are stored in our Online Vault. If you’re a pensioner and older than 55 years, your vehicle excess will be waived. Complete details of the excess structure are available in the Excess Annexure.

Discovery Insure offers you a number of convenient, hassle-free ways to claim.

Learn more about how to claim.

You can stay informed about the progress of your motor, household contents, buildings, or portable possessions claims online with  ClaimsView.

ClaimsView has several unique features, including, being able to see the status of your claim, access service provider contact details and with a motor claim, for example, view photographs of your vehicle as it goes through the repair process.

Read more about  ClaimsView.

FastTrack claims is available under the portable possessions section of cover. With FastTrack claims, your specified electronic devices such as cellphones, tablets or laptops will be replaced within 48 hours if the claim is an approved FastTrack claim. If we don’t meet these deadlines, we will waive the basic excess for the claim.

You can log your FastTrack claims on our website or on the Discovery Insure app.

Learn more about the terms and conditions of this benefit.

Clients who submit their car’s minor damage claims online, will have their repairs completed within five working days of starting the repair. If we do not deliver on this promise, the next month’s premium for the damaged car is reimbursed.

Xpress Repairs criteria (else normal claims process applies)

• Available to all clients after three months of cover.
• Damage must be non-structural.
• Only damages to two or less parts and four or less panels qualify.
• Only accidental and collision damages less than R15 000 qualify.
• Exclusions: Glass, mag wheels and pearl colour paint claims.

You need to read your Plan Guide carefully to know all the important events that will not be covered at claim stage.

You have a few options to update your Plan. Learn more about how to manage your Plan.

To get help in an emergency, call 0860 999 911 and we will give you the assistance you need.

The Young Adult benefit is exclusively available to drivers under the age of 26 years.

Learn more about the great rewards and benefits we’re offering young adult drivers.

Once you have activated your Young Adult benefit, we will deposit 25% of your car insurance premium into your Rewards Fund. We will deposit this money into your Rewards Fund upfront for each six month period (25% x monthly premium x 6). The balance in your Rewards Fund will increase or decrease depending on your driving behaviour and how many kilometres you drive between 23:00 and 04:30. After six months the balance of your Rewards Fund will become available to you.

Yes, your Rewards Fund can become negative but it won’t impact you as it will be reset to zero at the end of every six-month cycle. We won’t ask you to top up your Rewards Fund if your balance is negative.

Drive well and earn at least 300 DQ Points each month and avoid night time driving betweeen 23:00 and 04:30.

You may have a premium adjustment at the end of every six months, based on your kilometres of night-time driving over the previous six-month period:

These premium adjustments are in addition to your annual premium review at your Plan anniversary and will apply for a period of six months only.

You can boost your Rewards Fund each month based on your Vitalitydrive status:

However, for every 1km that you drive your car between 23:00 and 04:30, while it’s insured by Discovery Insure, your Rewards Fund will decrease by R10. If you use our DriveMe benefit you will not have any money deducted from your Rewards Fund.

Yes, you will lose all the money you’ve accumulated as the funds are only available after each six-month cycle.

• Install your DQ-Track and drive well to get a driver performance score and earn Vitality Drive points.
• You'll receive your Vitality Drive card on installation and activate your Vitality Drive card on www.discovery.co.za. To earn rewards on your Gautrain, you need to link your Gautrain Gold card on www.discovery.co.za.
• Swipe your Vitality Drive card when you fill up at a participating BP or Shell service station.

Your monthly fuel rewards are based on your fuel and Gautrain spend and the number of Vitality Drive points you earn. Each Vitality Drive points you earn entitles you to get rewards on R1 of fuel spend at participating BP and Shell Service stations and money loaded on your Gautrain Gold card for the month.

To maximise your fuel rewards percentage to up to 50%, you need to:

• Insure your household contents and/or building with your car or motorcycle on your Discovery Insure Plan for at least R250 000.
• Take your motor vehicle to Tiger Wheel & Tyre and pass an Annual MultiPoint check.

To maximize your fuel rewards you need to increase your fuel rewards percentage and earn more Vitality Drive points.

To Increase your rewards %:

• You must Insure your motor vehicle and home*
• You must complete and pass a Tiger Wheel & Tyre Annual MultiPoint check.

*You must insure your building or household contents or both for a minimum of R250 000.

Here's a summary of your Vitality Drive points -earning activities:

If you purchase fuel at BP or Shell and make use of the Gautrain, we’ll reward you on your total monthly combined spend. You can also choose to have your fuel rewards doubled and paid into your Excess Funder Account.

You could win up to a free tank of fuel for achieving a 5 Star trip on the day you fill up at BP or Shell. You’ll receive the good news by SMS.

Click here to see all the winners and to find out more.

Yes, you can switch between getting your fuel rewards paid into your premium paying bank account and having them doubled and added to your Excess Funder Account on a monthly basis.

Call us on 0860 751 751 to switch between these two reward options.

Learn more about fuel rewards and the Excess Funder Account.

You can see your fuel rewards or Excess Funder Account balance here.

All you need to do to save up to 20% at Tiger Wheel & Tyre is show your Vitality Drive card. The discount is based on your Vitality Drive status.

If Tiger Wheel & Tyre has reduced its prices nationwide, you will still get the up to 20% Vitality Drive discount. However, if there is an in-store promotion specific to a particular store, the Vitality Drive discount will not apply. The discount can be redeemed with any form of payment, excluding American Express cards, Diners Club cards, ABSA Rewards cards and UCount Rewards cards. Multiple or split invoices are not allowed.The Vitality Drive discount is limited to a maximum purchase of R5000 per transaction and, also limited to a total spend of R10 000 per month, irrespective of invoice value.

This discount does not apply to the R95 fee you need to pay for your Annual MultiPoint check and may not be combined with any other discount or cash back offer from Tiger Wheel & Tyre.