Disgusting Service - 3rd Party Claim

I filed a third party vehicle accident with discovery insure recently. After taking my vehicle for an assessment and after following up, we received the settlement offer. Following receipt of it, I took my vehicle for a quotation to a certified panelbeater where it has been repaired previously in an unrelated incident by our insurer - Outsurance. The quote was nearly double that which Discovery offered for the repairs. On 9 April I emailed Gretchen Ruben at Discovery Insure a copy of the quote and asked that the settlement offer be revised OR that Discovery Insure provides me with an accredited dealer that will repair my vehicle for the amount offered by Discovery. Nor reply. I followed up on 20 April, where after they advised that they have sent it to the assessors to review. No feedback, once again. On 28 April, I followed up again. This time Gretchen informed me that neither Discovery Insure or the assessors cannot open the quote that I sent in standard PDF format (which we can open any of our devices without any issues). THREE WEEKS after I sent it and followed up twice, I get told they can't open the file - pure nonsense and tactic to make claimants just sign the settlement officer. Thereafter I rep**** on 28 April and requested feedback by 3 May, and also launched a complaint with the complaint line, and received an automated response that my complaint will be responded to in 24 hours. No word still from either the complaints line or Gretchen. This is pathetic service and it pains me to have to deal with such pathetic insurers. I am not even sure if Discovery Insure will care to respond here, if their own staff and complaints line does not care to do so. Now I have to waste my time further to take the matter to the Ombudsman. Disgusting service!