Discovery Insure has no respect for its customers... totally disgusting service!!!

I am very disappointed at Discovery insure and how they treat their customers. I had an accident, lodged a claim which was approved. I waited for two week with my car at the repairer, when I was called to come collect the car the repairer told me that discovery asked them to source second hand parts and declined covering for new parts (which was never discussed with me), as if putting second hand parts wasnt enough, they did not fix the suspension issue which the assessor told me that the car unsafe to drive and suggested I leave it at the repairer. It has been a week now since I escalated my claim only to find that nothing has been done and nothing is logged on the system, my car has been with the repairer now for 4weeks and the insurance hasn't said anything to me or repairer.