After Home Armed ******* and Car ****** no help!

My wife and children were held at gun point and my home ransacked on Thursday 10 March 2016. I don't expect my claim to be sorted in minutes or a day or 2 due to the amount of things that were ****** but I at least expect Discovery insure to be empathetic to the circumstances and facilitate an easier claims process but I have received just the opposite. My wife's car was recovered on the same day and I was advised by Paulie(Discovery) and a number of agents that I'd not have to do anything as Discovery would facilitate the cars release, removal of enatis ****** marks & replacement of keys. The SAPS investigating officer advised me otherwise and that if i did not stay on top of things this would drag out and true to that when i inquired for myself at the vehicle pound almost 36 hours after the vehicle was recovered Discovery had not initiated any processes to have the car released. I dare not say the anguish to get the car to Ford and even after more than 36 hours after Ford quoted for the repairs Discovery hasn't contacted me or given Ford the go ahead to effect the repairs and key change. To make matters worse no communication from discovery unless i ask and this is 7 days later