Caught in a Flash Flood- Discovery Insure South Africa Lets me down!

When you pay for car insurance it gives you the sense of security. That should your car (the possession you rely on the most) malfunction or become unusable that you would be covered. Comprehensive car insurance through Discovery South Africa gave me the utmost sense of security that I would be taken care of. As a single mother, I rely heavily on my car to take me to and from work (I work 2 jobs) and to take my daughter to and from school. Discovery insure in the past has not let me down and has delivered on their promises- Until now. On Monday 27 November 2017, on my way home with my little girl in the car, we found ourselves caught in a flash flood. And just as the name says it was sudden, unexpected, and unpreventable. We found ourselves in water that came up to the door handles of my car and began flooding into the car. My daughter in a panic came to sit on my lap while I called Discovery South Africa 911. They were able to locate me quickly and then requested where my car will need to be towed to. (This question I thought was irrelevant at the time) I provided my home address (which they already have in their system) They were unable to locate my home address on their system. The operator kept asking me if I stay in Berea- nowhere near when I do stay. I asked her if she has sent someone to help us, as the water was flooding into my car and my daughter and I were scared. She then told me she had dispatched help and they were on the way and ended the call. I alerted my father who was in Meadowdale at the time, hoping he would get to us faster. 15 minutes later the operator called again and asked for the address for where the vehicle must be towed to (again irrelevant) I again provided my address and she could still not locate it. I proceeded to give her nearby streets until eventually after 11 minutes she was able to locate my area (not my address) I then asked her if the help was on the way. She rep**** with " I am dispatching the tow truck now" ONLY then.... after the first call where she had clearly stated she had dispatched help. SHE HAD IN FACT NOT. I asked her how long help would be she rep**** 45-50 minutes. This made me panic even more, the rain had not subsided and neither had the flood. By this time my car was moving with the water. I had zero control. My daughter and I sat waiting. My father arrived and he attempted to move my car, and also took my daughter out through the window and took her home. He then returned and waited nearby for help to arrive. By this time thankfully the rain had subsided to a drizzle and the water had gone down. The Tow truck company called me to say they had just been notified that I needed help, they confirmed my location and ended the call. Approximately 40 minutes later they called again to check my location and arrived another 30 minutes later. Tuesday 28 November I contacted Discovery South Africa to log a claim and arrange alternate transport. They first created duplicate claims, then logged my claim as hail damage... (it never hailed) I then asked about car hire. They informed me that I do not have car hire on my policy but I am able to upgrade even during the claim process. I upgraded to 30-day car hire and they debited my account for the upgrade THE VERY NEXT DAY. They assured me a car would be DELIVERED to my house on Wednesday 29 November at 11am. My car was collected and towed to an auto body shop in Wynberg and I was informed an assessor would be sent out on the 29 November. On Wednesday (29 November) the car did not arrive, I phoned the number I was given and was informed that the car was booked for collection. I had to pay R107 for an uber to get there and collect the car. I tried contacting Discovery during this time- they did not help. I collected the car and was told I only had it for 3 days. I asked why and was told that's what the insurance had booked and they would have to contact Avis Southern Africa to extend the rental. Today- 30 November: I contacted Discovery to follow up on my claim - I was informed that they could not locate my car, that my claim had been closed and that I would not have car hire for more than 3 days. I was then put on hold until someone who knew what was going on could speak to me. Eventually, after being on hold for 1 hour and 30 minutes, I was told that my claim had been captured incorrectly 4 times. That's why it was closed. It had now however been captured correctly. I then asked about the assessor- Only then was one booked for 1 December 2017. I then requested extended car hire. And I am being told that I cannot have more than 3 days. I have upgraded and paid for the upgrade, but it is only effective from the next claim. This information was not given to me! They also say that my claim was logged on the 27th November and my policy states my car hire is effective from the 28th November- when in fact my claim was logged on the 28th (incorrectly) and then only logged correctly on the 30th November. So here I am- without a car, paying for insurance that won't deliver on their promises. I have just paid a deposit on a home for my daughter and I (took me 5 years to get here) Finally independent and making it as a single mom, and my trusted insurance has let me down. This is my final plea for help- I feel a great injustice has been done and all Discovery South Africa can say is "Sorry there's nothing we can do"