Accident claim

The accident occurred on 29 November 2017. I followed proper procedure and reported the accident immediately. Was then assigned an official by the name of Claudia Xaba to give an update on the claim on a daily basis. Within that process I never received any update from Ms Xaba. Early January after no communication from discovery I contacted discovery to enquire about progress and was told that the car is at the panel beaters. From then I kept on checking on the progress as there was no update from discovery. when I was supposed to collect the car I was told by discovery legal that I have to pay R12650.00 as access,which when I enquired was told that it was for towing. My complain, is that for the past 3months I'm without a car,no update is given about the claim. I have to constantly call discovery to enquire about progress and all the time I'm sent from pillar to post. Furthermore what I don't understand is the amount I have to pay for access which when I enquire I'm told that it was for towing. To my surprise that was not even stipulated in my contract. What's frustrating is that all of this was kept a secret was only told when the repairs were done. This is saddening as I have been a loyal client from 2012 paying R2376.99 and never skipped a premium. Since the accident I was the one who kept inquiring about the progress and Ms Xaba who was assigned to the claim never communicated to me. The accident was traumatic to me but discovery made it worse as there was no sympathy given,no communication done and no effort put to ensure that the progress is a speedy one. As traumatised and helpless as I was I had to keep on using my phone to enquire about progress which I believe there is someone employed by discovery who was supposed to do that but failed. I don't have a car currently and have to struggle to get from point a to b but I have an insurance which I pay to make sure that such suffering never happens. Right now I'm told that I have to pay for towing which I never authorise as that process is handled by the insurance but now it's seems that they want to shift that responsibility to me. My question is that why am I paying such amount of money whereas I didn't get any service. The progress I received is when I enquired as I was without a car. As for the towing I never authorise that company and believe that it's the responsibility of discovery to tower and fix the car. Why must I now be liable for a process that I never authorise. And why was it kept quite all along and me to only be made aware by the panel beaters. My request is that they stop traumatizing me and sending me from pillar to post and them to just sort their internal processes and discipline whoever didn't follow process and stop shifting the blame to me. It's been months without a car and my personal life is suffering, can discovering just give my car back with immediate effect.