Discovery Insure - No stars for communication

On 24 June, my daughter had an accident in our car. I phoned in with the police number on 25 June and was told an agent would contact me to take it further. Despite several phone calls to Discovery in the week after this, the first time the agent contacted me was Friday 3 July. I then sent in the rest of the required documents, but again heard nothing for days, despite several calls and emails to try to find out was happening. I finally got an email on 14 July confirming that the car was being written off and a courier would be sent to collect the keys and original documents. Once again, despite several calls and emails, this collection only took place on 20 July. The payment was made on 24 July. Whilst I understand that lockdown has been a challenge for us all, the lack of communication from Discovery's side and the hours I spent holding on to try to speak to someone are just not acceptable. No attempt was made to get any feedback about how they handled the process. When I phoned in to try to get an email address, I was kept on hold so long that I hung up.