Bad service from Discovery insurance

I was involved in a car accident last year November. Got notification to take my car to Newco, a repairer here in Centurion. When my car got into an accident it was due for oil service and that was the only notification showing at the time. The car was booked in for repairs in December and I got a courtesy car for a month with the hope that when I come back for holidays I’ll get my car back. I did not get it back and was told that they have discovered new things that were damaged and discovery has not approved the new quote for them to order the parts. I made several follow ups on this for weeks and only then they managed to order the parts after the back and fort. When I collected my car from newco, it had a notification for drivetrain and that the car performance was low and that I should contact my service partner I.e BMW. I booked the car for a service and was advised that the turbo is damaged and needs to be replaced. I then enquired from both the Newco and Discovery if the damage might not have been caused by the repairs done to the car especially because the car had damages in the front which damages included two engine components being the radiator and condenser. Discovery advised that I take the car back to Newco and they approved that they will fix it. Newco requested that I bring the car in so that they can take pictures of the turbo and apparently this was an instruction from Net Assess. Few days later I received a call from Newco informing me that my claim has been declined by Discovery and that the turbo failure is not linked to the damage caused by the accident. Discovery reached this decision without even doing an assessment on the car to determine the causal link of the accident's damage to the turbo. I called Discovery so many times trying to get them to do the assessment on the car, after like a week they agreed that I take the car to BMW for assessment and that if the report comes back saying that the failure was as a result of wear and tear then I will settle the assessment cost and if it’s linked to the accident then they will settle the amount but bmw only reported on what is actually wrong with the car. They informed me that they can not confirm whether the issue was caused by the repairs done to the car because the repairer is not BMW approved. Secondly, they indicated that their cars need to be repaired by BMW approved repairer when they are still under warranty and Discovery did not in any time during the claims process consider this.

I sent my financial advisor the report who sent it to their claims department. They then came back saying that the BMW assessment is not detailed and that they will hire their own technician. That took a period of three weeks!!! I waited then last week I was informed that they have decided to appoint another technician in addition to the first one that they had appointed. I waited again. This is the second week waiting for that report. I got called by my adviser that they are trying to fast track the process. Tell me why when I called Discovery today I was told that the “first technician” appointed was in fact an assessor and not a technician and that their report says the same thing as that given by BMW after waiting for 3 full weeks!!! Apparently the assessor advised that they appoint a technician. I don’t even know how to feel anymore, Discovery Insure has treated me so bad!!! They are inconsiderate yet I pay insurance every month, I have to make constant follow ups with them and they are so inconsistent with their reports . I’m so inconvenienced by them. I use my car for work and I stay so far from work, I have to Uber everyday by close to R300 per day because they can’t give me a courtesy car either and it’s not like I have an option to take a taxi because there’s none close to my place…it’s been over 6 months with no progress and I feel like they are so unbothered honestly. My issue is, when I took my car to Newco for repairs, it did not have any issues and even before the accident my car was perfectly fine. I only got drivetrain/ turbo failure notifications when I got the car back from Newco. Following the repairs of radiator and condenser it has since been noted that the turbo was also damaged. The turbo sits at the front of the vehicle merely a few centimeters from the radiator. In my view it’s very likely that this was also damaged in the accident and was not picked up. The vehicle has also started overheating which might have been caused by other damages which were not picked up. These issues might have been avoided had a mechanical specialist been appointed to assess the vehicle before it was fixed.

Can they please fix my car honestly. This is so unacceptable!!!!