DISCOVERY INSURE: DISAPPOINTING SERVICE DELIVERY

My mother was in a motor vehicle accident on Sat 23/05/15 driving my Merc C-Class Coupe 180. At the time of the accident, I called Discovery to log a claim and was told someone will call me back in this regard. About 5 min later, I received a call were the towing company on site was authorised to tow my vehicle. About 2 hrs later, another person called to alert me that a towing truck has been dispatched to which I explained that I've been assisted already. In later days, Discovery claimed they did not approve the towing and I will be liable for related fees and storage costs. I sent emails to management and ultimately the CEO complaining about this pecu**** claim and about the time it's taking to resolve my claim. I am guessing that particular dispute was resolved (no one got back to me in this regard). Subsequently, I was told there is another obstacle to resolving my claim- that I was not driving the vehicle myself. It's been 5 weeks since the accident and Discovery has only now (24/06/15) authorised my claim on condition I pay an access of R13250 (damage assessed to be R38082). Every month I pay R3100 to Discovery Insure, and approx. R5000 for their other products. I'm saddened.