Highly frustrated and helpless customer!!!!!

On 25 March 2022 a third party was responsible for writing off my daughters vehicle. I promptly started the claim process and the claim was approved, all relevant documents completed as requested Discovery insure needed the NATIS certificate before they can pay out. On 26/05/2022 we requested them to arrange for courier pick up. 28/05/2022 they arranged for Fedex to pick up the document. On the 3/06/2022 I contacted Discovery Insure to confirm that the documents reached them. On 09/06/2022 they rep**** that they are still waiting for the certificate to be captured by the relevant department. I was promised by Gontse Moteane a representative of Discovery Insure that as soon as they receive the NATIS certificate the claim would be paid out. In frustration of not getting feedback via email I phoned multiple times. On 13/06/2022 I insisted to speak to a manager. I was put into contact with Tsepho. I was once again promised that he would phone me back by the end of the day. On 14/6/2022 after not hearing back from Tsepho I called again and he said he will speak to one of the senior personnel in the capture department. Once again he promised to get back to me. To date I am still waiting for feedback.