Bad service

I have a liability claim with discovery. Their clients claim (who knocked into my standstill vehicle) has already been paid whilst my car is lying broken and I'm not getting any joy from the claim advisor Nonkululeko Kolanisi. All documents and assessments have been submitted so I don't understand how my claim is delayed. She doesn't reply to my mails and it takes forever to get through to their call centre. I'm been terribly inconvenienced due to no fault of my own. I need a manager to intervene.