Discovery lack of urgency, support and communication

Good morning, So I got into an accident on the 29th of November. Currently covered under Discovery insurance. Time Line of Events that have occurred since the claim was logged: Sunday (29 November 2020) - This was when I reported the claim which was then assigned to Lindiwe Maruma. I also logged a claim on the app to see if I could be proactive and see what information they would need from me so that there’s no delay in Discovery having to wait for information from me. Monday (30 November 2020) - Gontse Moteane was allocated the claim as well as a result of the claim done on the Discovery app. Lindiwe then emailed me and my broker to request an accident sketch and copy of my driver’s license. I responded to this mail in less than 2 hours and I also enquired if she would need anything else or if there was anything else outstanding. With no communication from Lindiwe as to how far or when the assessment was going to happen I proactively called Renew It to find out if the assessment was done and spoke to a lady by the name of Wiena Hough. Tuesday (1 December 2020) – I sent a completed assessment (done by renew-it) to my broker and I forwarded this to Lindiwe in order for her to attach it to the claim as she wasn’t supportive nor communicating any processes since the claim was reported. No response was received regarding this. I even went as further as calling in to speak to her with no luck I ended up leaving a message requesting a call back. Wednesday (2 December 2020) – My broker received an email from Gontse to confirm that a Discovery approved assessor had confirmed and booked an assessment of the vehicle. No date or time was given for this assessment to commence. My broker also sent Gontse the Renew-IT assessment report so that she could also attach it to the claim since Lindiwe hadn’t responded thus far. Thursday (3 December 2020) – I sent Lindiwe an email requesting her to call me back to clarify a few things for me. Still received no call nor response to this mail till today. I called in a number of times as well and spoke to a number of consultants who either told me she’s busy on a call and would ask her to call back. There was a day I called and requested to speak to Lindiwe again and was told she was not at work because she had been ******. When I asked now who will help me with this claim because time is running out I was told she was assigned to the claim and would call me when she comes back. Friday (4 December 2020) – My broker asked his PA to please contact the insure claims department to get an update on this claim so he could update me before the weekend. His PA was informed that the assessment still needed to be validated and no time line was given once again. His PA was instructed as well by Thando Ngwenya to send the Renew-IT assessment report through to her as well. Which his PA did the same day. Friday (4 December 2020) – My broker and his PA received a confirmation email from Muimeleli Rambuda that Net Assess had in fact completed their assessment and the report was in the same email. This report stipulated that Lindiwe Maruma was the consultant that should have received an email with this report to then process the claim either on the same day or the following week Monday morning. Tuesday (8 December 2020) – My broker asked his PA to contact insure claims to find out where we are with this claim and she informed him that nothing has changed in the claims process and she was informed that Johan from claims would be in contact via email to request additional information. As proactive as I was and constantly trying to contact the claims consultant to give her all the info she needed as well as receive clarity on what is delaying this process I was still not taken seriously nor were my mails or call requests attended to. My broker tried his utmost best and still there was no change in the support and assistance given to me. We have dealt with 5 different claims consultants/ claims department team members on this claim and we were still at pre-authorization stage after 10 days since I had registered my claim. At this time I had already taken my curtasy car and time as running out as factories close for the festive. I have now exhausted car hire and had to take it back to Avis as I was told that I couldn’t get an extension as this delay was not Discovery’s fault and I had to sort myself out. Up to today I still haven’t received any call, response or communication from the claims consultant assigned to my claim. I called Renew it as well and I have also requested a call back with no luck to find out how far they are with my car but instead I call but get nowhere. So now I’m here 30 days after my claim with no other mode of transport and no communication as to when I will be getting my car back. To my knowledge claims consultants should be making this process easier and less stressful for the client but I don’t see that. Because instead I’m frustrated with no support from any one either than my broker. So now I am waiting with no idea of when I’m getting my car back and no communication so it makes me wonder if you value your clients because this is definitely not how you show appreciation and try keep customer loyalty.