Car Insurances and delaying tactics

My Husband was in an accident in December 2017 and the taxi hit the car in front. We made the call took the car through for assessments and it was booked in for repairs in Jan. From Jan the car has been sitting at the panel beater so we took the 30day car hire while the car is being sorted. The administrator from the panel beater informs us that they didn't add the shock absorbers were not part of the quote during the assessment . This shock absorber was damaged from the accident as the taxi had hit the car in front. We sent the consultant who helped us with claim an email to inform them of the new details regarding the car and unfortunately she was on leave, after sending numerous emails trying to make contact. Eventually we are assisted by the team leader from the car division who explains that additional costs are sent to another division which have communicating to us that they have sent our details forward. Meanwhile the panel beater administrator informs us that the car is ready and that she hasn't received any information regarding a go ahead with inserting the shock absorber. So we call everyday without fail and the consultants inform us that the people we are looking for are not available as they a busy with other clients. So we decide to take the car and keep it at home. The days with the hired car are slowly coming to an end and still no word from the other division which approves additional costs for the shock absorbers. We continue calling and emailing them still no word. We make a call about extending the 30day of the hired car and we got help from a consultant but had to wait for an sms to confirm us keeping the hired car for a longer time. The 30 days are now over and no word from them, we haven't driven our car as we are afraid of putting our lives in danger. So we finally sent the hired car back to owners and obviously we incurred the cost which is not in our budget at all. Its now February and we are still waiting to here from Discovery about our additional cost and we would really like a response and for them to take the incurred costs from the hiring company. This has been the worst experience we have ever had with insurance. We have kept all emails from the them and failure to assist further we will be taking this further to the ombudsman.