Bad service

Their service is sooo terrible. One of their insurance holders bumped our car and we have been going back and forth to get Discovery to pay for the damages. Every time we submit documents regarding the claim they take forever to respond. We have finally submitted the signed letter of claim and now they telling us it will take 5-9 days to settle the claim after taking 3 working days to respond to the email. That means we must suffer for another 2 weeks and stay without our car as the workshop cannot release the car without being paid first. I always thought they were the best service providers as we both (me and my husband) have life insurances with them, I just wonder if we made the right choice.