Claims processed without consent of the client

I had been involved in an accident in 2018. The panel beater that was recommended did not repair my vehicle to it's original form. I then later laid a compliant to Discovery about the service provided by the panel beater. Discovery Insure found out that the panel beater had closed shop after they had been going through financial distress. They then referred to another panel beater who assessed the car but did not have the required parts to fix my car. Today I receive a claim from a discovery consultant about my vehicle, yet my car is still in the same condition it was and the second panel beater has not repaired any part of my car after the assessment. I am baffled at the fact that no thorough checks are in place to find out from the client that the vehicle was actually repaired and at the correct standard. I am also shocked as to how a claim is processed without a customers consent. This is unacceptable and hope that consultants don't just process claims without following proper processes.