2nd time unlucky! Pathetic disgusting service

I logged a claim on the 5th Feb which was approved on the 12th. I left my car at bmw supertech in Newcastle and specifically asked that it not be removed from there because of the experience I had last year where I received a call from discovery saying my car had been moved to Johannesburg only to find that 3 days later the car had not reached its destination and discovery was not even aware. On Tuesday the 20th I called to find out how far they were with the repairs because nothing had been updated online. Only to find that work on my car had not begun, the car was not even at the repair center. And again, discovery was not aware of this. The car was moved from the repair center for assessment and miraculously nobody remembered to that it needed to go back. The repair center only received authorization yesterday. I have called discovery each day of this week and left countless requests for feedback from Aubrey who is supposed to be handling my claim. He is never available and never calls back. I requested the assessment report and I saw that there were previous damages listed which I also queried last week. My car had non of the damages listed when I sent it in. nothing has been done here either. I have spent over R10 000 in car hire over these past 3 weeks. which was fine because I didn't have car hire on my package. I added car hire to my package on the 8th. Now I am not prepared to hire a vehicle at my expense because it is their negligence that has AGAIN caused delays. They want to offer me a manual car because of some disclaimer that I don't care about. I do not want a manual car. I want an automatic car as I am accustomed to driving one. I called this morning and asked to speak to a supervisor or manager. I spoke to a very friendly lady who was kind enough to send an email to Aubrey and his manager as they were unavailable, as expected, they did not bother to call me back. How pathetic can one insurance company be! clearly my first time encounter was no mistake, it's just how they conduct business. Discovery insure has no respect for its customers. In my last claim they refused to pay for certain damages that were part of the accident and provided no explanations for their refusal. I was given a car that still had scratches on the hood and yet I must pay a full premium on a monthly basis. #Discovery must fall!