Disappointing service, all the way from claims handler to manager

Claim registered on 15/04/2026, the claims handler that registered the claim was Angel Thabethe, there was no compassion for the incident that took place, she sounded uninterested in assisting with the registering of the claim, the process took longer than it normally does just because she seemed unsure of what she was doing, long pauses between questions and awkward silences. The assessment on the vehicle was done on 17/04/2026 and authorized on 20/04/2026. Upon following up on 04/05/2026 with the panel beater, they advised they were waiting for authorisation on additionals that were submitted on 24/04/2026, a sms notification was sent to advise that additionals were submitted. I followed up with Discovery, spoke to a different advisor who could not give much detail but said I would be contacted by 12:00 on feedback. Angel who is the claims handler advised that the additionals were authorized on the 23rd of April already, which speaks differently to what the panelbeater had said. An email was sent to me on the 28th of April again advising of these additionals, again, Angel had said these were authorized on the 23rd, again, false feedback and misleading me to think everything was going according to the ETA advised. I requested for a manager to contact me regarding this delay as I am at a loss due to not having a vehicle which repairs should have been completed on. A manager by the name of Mtekana, who was not aware of what was happening with my claim, came onto the phone to just say no, I am still not sure what she was saying no to even now, she spoke of a carhire which I am well aware I do not have on cover and did not even once mention it. I questioned the delay on the claim, she outright told me the delay was not their fault but that of the assessing department, the same assessing department from Discovery right? Which means it was a delay from their side as a company, my insurance is with Discovery and she and the assessing department are representatives of Discovery, this manager did not once show any indication of having gone through the time line of the claim, instead I had to break it down to her, she was still not listening to me, speaking over me and showing no signs of trying to resolve the problem at hand which is incorrect information given by her advisor and a delay that they cannot explain. I am not sure how we got to this point, I had a claim last year and did not have to go through this, everything was on point. Angel provided misleading and incorrect feedback, a whole manager, Mtekana, did not know what she was talking about and also did not provide any sort of feedback and reassurance that the matter will be resolved, I want my policy cancelled with immediate effect and want a proper explanation as to why this incorrect information was sent to me and why a manager would contact me with no reference of what is happening on my claim, these are the managers you have running your call centre, that do not know how to apply the HEAT principle, how to treat clients like they matter or even direct them on how to handle a situation. What are they teaching their subordinates, this is probably the reason they lie about what is happening on our claims with zero understanding of client services. I have no reason to refer anyone to insure their vehicles or anything with Discovery if this is the service they provide, very disappointed and upset client. I hope someone listens to the call between this manager and myself because WOW!!! I do not have enough characters to express how I am feeling at this moment. Suggestion is to perhaps refine your processes to better service the client not just a number on your books, think about it...