Dissatisfied, frustrated and irritated with the service

To date Discovery insurance cannot assist me ,what makes it worse is the lady I spoke to today requesting claims department to escalate my case. The lady by the name of Gontse told me that I have to be reasonable imagine my car being with Renew it Rivonia panelbeaters which they have a contract with and since 03/01/22 I have been informed that by the end of the week I will get my car. I am really dissatisfied and disgusted with the service of Discovery insurance and to top it all they still deduct their monthly premium. The lady just decided and had the odesity to hang up the phone on my ear without calling me back with feedback. Where is Batho Pele principle in this organization and what also happened to hearing and assisting a client.