Discovery does not practice what preach

I had a car accident on the 26 october 2021 my car was towed away by discovery a couple of days later we received a email from them for the case number and some pics that we sent . We then received another email a week later that the car is a right off and we will be covered for it and our claim was given over to a a consultant that we haven't spoken to because her number goes onto voicemail . We sent emails to her that she hardly reply to. When we phone discovery they say the car is paid off but the installment went off this month . When we asked the consultant for proof of payment she sent a email back "it was paid the 26/11/2021 thats her proof . We have been struggling for the past week for proof of payment none to date because the bank wants it. Never knew it was going to be so difficult and that we will have to spend so much money to get hold of discovery customer care we really fed-up with there service and the way the handled our claim