Disappointing customer service

<p>I had my windscreen replaced on the 30th of January. On the morning of the 31st of January, I noticed a scratch on the left A pillar of my car, which had not been there before. I took a picture, and sent a query to Discovery Insure on the 2nd of February, asking if the windscreen claim would affect my claims history and what should I do regarding the scratch (I attached a picture to the email.) I received an email on the 6th of February stating that my issue has been forwarded to the claims department. </p> <p> </p> <p>After more than 3 weeks of waiting, and no response from Discovery Insure, I decided to call and find out what's going on. I was forwarded on to the claims department, where I was told that the windscreen claim would not affect my claims history, and that the service advisor/person responsible for my claim would get in touch with me. </p> <p> </p> <p>Shortly afterwards, one Anzelle from Grandmark (the company who fitted the windscreen) called me, and explained that it's strange for me to only be raising a complaint 3 weeks later, to which I rep**** that this was entirely the fault of my insurance company. She then explained that the scratch was noted in the receipt I signed (admittedly, I didn't look at the receipt, but the gentlemen who fitted the windscreen brought my attention to a missing corner piece, which I was aware of, but not the scratch.) I was then advised that the supervisor would be in touch to arrange a time to take a look at the scratch. This was last week Tuesday.</p> <p> </p> <p>On Wednesday, I received a missed call from a private number, presumably Grandmark, which I was unable to respond to at the time. Nothing thereafter.</p> <p> </p> <p>I called in again yesterday, and was put on hold for the claims department. Unfortunately, I was unable to hold as I ran out of airtime.</p> <p> </p> <p>I am very upset with how my email query was handled/not handled by Discovery Insure. My philosophy has always been that I'm prepared to pay a premium for a service rendered, on the basis that the service is rendered to the best of the service provider's ability. I don't feel that this has been the case here. Considering that I pay close to R1000/month for insurance on a Ford Figo (does that really match my risk profile??? Really???) and that competitors are able to offer at least R200 cheaper premiums, should I still be willing to stay on board?</p>