Horrific service and lack of assistance

My partner had recently taken a vehicle insurance with Discovery Insure. When we requested a quote for the new insurance policy they constantly called us and were always eager to answer questions. Then we had a minor accident in December and needed to put through a claim. We used the app to put through the claim and a courtesy vehicle was offered since our vehicle would be going in for inspection. The towed our vehicle on the 22nd December and no one not even a consultant at Discovery contacted us to tell us where our vehicle is or what is going on. On the 30th we called to get an update on the vehicle and we were told that the inspector wasn't sent out. The inspector only went out on the 31st to assess the vehicle. On the 4th January we called again and they said further assessment was going to take place on the 4th. I find it so unprofessional for a company like Discovery to not provide any feedback to a client, the client needs to constantly call them in order for them to take action and move to the next step of the process. I am utterly dissatisfied and annoyed by the level of service Discovery has offered us.