Guy rammed into my car while It was stationary! No follow up!

I'm having the worst experience with Discovery! After this review I'm likely going to have to run after them for feedback as I have been all week!

A guy drove into my car while it was stationary in a parking lot! He took responsibility for his fault and I got all his details and went to the police station! I Struggled to get through to the Contact Center and the call kept dropping after I made my selection to speak to someone! I had no choice but to select the option for Hijacking!! Eventually I got through and I was having a bad evening and felt as though Im not getting that service I'm paying through neck for! I was struggling with figuring out what do I do now, what next , time windows for claims, how it all work etc etc.. Given that this is all new to me!

I eventually just got whatever instructions and followed through. I sent the details to discover after calling them for guidance and advice after that over 2-3 days trying to understand what I can do, what my options are etc etc as this guy offered to fix my car but I went ahead and disregarded his attempts to persuade me and went via my insurance! Because its the safest and easiest route especially that I pay a hectic insurance bill every month!

To cut this disaster tale short, I sent all the details , police report number , photos and statements, teh car was then booked and we had to change it to an earlier time and date bc they only sending my car for repair end of May! and this has been going on fr about over a week now. I haven't heard back from the lady who was suppose to tell me if my car should go away today , Monday 14 May, she was meant to call me back last week but nothing thus far! The legal lady didn't get back to me either with some sort of acknowledgment or just to let me know that hey we are here and haven't forgotten about you or just keep me posted!

I feel totally lost and the worst part is I have to pay an excess to the panel shop for something that was not my fault ( keeping in mind I have an affidavit though where the driver who rammed into me states he will pay the excess, which I'm not accepting as per adviser) So I'm going the right route here , I'm pay my ridiculous monthly fee of nearly R1500 pm for insurance and I'm paying an excess for something not my fault! I was told that they will recover the money I'm yet to request for confirmation of this refund once its settled! I would actually go as far as them pulling call records out of the adviser stating i get this back, (as my surety to get my money back here!)

Another really bad, Even worse part is I pay so much for insurance and I've had my licence for years, Never had accident ( caused or been involved in) , Been a responsible driver with a record to show of it and they still charge me so much! the reason I went with Discovery and I even told them is because , I have a hospital plan with them.. I told the lady last year 9 they can pull this calls too) to negotiate a better rate considering that I then took a hospital plan out with them for my Mom.( over R2000!! granted the age and other factors aiding to that rate pm) but its still a chunk of money I decided to pay because I was told and read that Discovery is good. So this being said I trusted Discover products and kept everything under one umbrella!

another long story short, I accepted my premium and was told that after something like 3 months I can call in and get reviewed for a much better rate! I called and they told me a different thing ... That I cant be reviewed yet and only at the anniversary of my policy! So there I was too tired to have it out and just left it and paid my premium as usual, waiting for the anniversary to arrive.

After feeling cheated and persuaded , this guy decided to be impatient in a parking lot and hit my car in the process! So with all of the admin and back and forth with Discovery I now have to call after them and leave notes for people to call me back and get calls back hours later like I'm less important and haven't submitted details and the claim and I'm still waiting on feedback on where I have to take my car!

To think I pay for all my insurance (hospital included) and I have to rant about what is known to be such a "good, reputable insurance and service provider"!

Talk about feeling ******! Disappointed! and total lack of customer care, support and prompt communication!

I have to call them again , Its after 10am and still no follow or check up.