Discovery Insurance Claims Consultants rude and unhelpful

I am an existing client at discovery. I have a medical aid benefit with them, vitality run team member, life cover and household and car insurance with them. Alot in my life is with Discovery but I have since been so disappointed. Last year I bought my mom a car and insured it with discovery. She was recently bumped by someone from behind at a robot and she hit the vehicle in front it. A traumatic experience for someone who is 61 yrs old. The vehicle had damage but drivable and repairable. My first shock was when I was told the vehicle has been written off, alarm bells started to ring. Speaking to some people they say this is common with discovery insure. My mom was further saddened by this. Dealing with a very rude and non chalant (Peter Rankhathali) this gentleman is unhelpful. He requested a settlement letter from my bank and the natis document. Transferred the settlement amount into a different account than the one on the settlement letter I provided. When I tell him about this, he very rudely sorry sir I deal with this everyday send me an email with your enquiry. Tell you what, yesterday the bank debited my account for a vehicle I no longer because the funds are not reflecting in my settlement account. 24 hrs later I have not received any response from Peter. I am very disgusted with his service. I am going to be moving away from Discovery if this is the service they give people especially in the toughest times. I wonder if this is the kind of service my benificaries will recieve when I die.