Bad claims process (third party)

So on the Saturday 17th March 2018 I had an accident with a discovery insure client he was a very pleasant guy we exchanged information openned a case at the police station together all was fine.The Monday comes and he send me the claim number and all necessary information so I go through the process of claiming sent claim document in had to wait till the next Monday to recieve a non claims form from my insurance was spoken to in the most condescending tone by the person handing my claim named Rozannah Singh who may i add is never available, she told me theres a waiting period of 72 working hours. Fine I wait "72 working hours" (which is Tuesday 10 April 2018)dont recieve any communication whatsoever so I decide.to call and speak to one of her colleagues who says she need to send some documents in, so I call again hopeing to get a hold of her for some clearance finally get a hold of her n with a whole lot of condescension again she tells me the same I should follow up on friday. I Follow up on Friday again cant get a hold of her n speak to a colleague the lady says she will get Rozannah to call me before she leaves I wait until about 3h52 n try calling and nobody in that department is picking up as I have the superviors number aswell so still no clarity on what's happening. So today Monday 16 April 2018 I call and guess what shes not at work.. A lovely lady named Robin picks up n says shes going to send documents somewhere for confirmation and can only be finalized Momday 23 April 2018 when Rozannah is back.

This is pathetic service I know im not a client but if the service ie this horrible for a potential future client this is unacceptable. You know I only got written confirmation on anything when Rozannah asked for outstanding documents and never again. Im sitting without a car one day short of a month and it seems discovery doesn't seem to care.