Horrific Service by Discovery Insure

Discovery Insure has quite literally given me the worst service I have ever experienced. I was involved in a car accident on the 11th October 2021. Discovery had the vehicle towed to their choice in panel beater, and gave authorization to repair on the 15th October 2021. I have been messed around **** to manipulated and broken promises given by the panel beater for 1.5 months, and they still have not even started with the vehicle repair, despite parts available and sitting at the supplier.

I have approached Discovery insure for assistance in this as they are my insurer and have put the car in this particular panel beater. I have sent my claims advisor numerous emails, not only does she not bother to Respond, she does not even acknowledge the mail. I have called Discovery Insure 19 times in the last month, trying to get assistance, and I am forced to speak to the claims department, who inevitably put me on hold for up to 1.5 hours, they just regurgitate what the panel beater tells them which is "there is no parts, the car will be ready on Friday", This has happened 4 Fridays in row, I have personally confirmed parts are at the supplier/ dealership, the dealership has also been begging to have the parts paid for and collected as they are carrying the cost, and every Friday that has been promised the car still has not been started on. Discovery refuse to investigate, and just repeat what was said to them. I have requested to talk to a manager multiple times, and either get put on hold again for up to 1.5 hours, or get promised someone will call me back which they never do. The One and only time I managed to speak to a manager, she was rude, would not listen to my story, and made it very clear that my request for her to help was inconveniencing her and annoying her. she too said she would follow up and revert back to me and this did not happen. I have had on more than one occasion told the advisors to please read the notes on the system as I keep having to explain my story from scratch, and they have told me their is no notes on the system... (Keeping adequate notes and records is in fact a requirement by the FAIS act). I have requested on about 5 different occasions for the complaints department or procedure, each time I get told something different, things like "They don't have a Complaints department", "I need to rather speak to a manager" (who are never available and i get put on hold for up to 1.5 hours), Calls randomly cut as I ask for the complaints department (this has happened more than once). One person gave me the complaints email address, I sent an email explaining my story, no body has responded or acknowledged my email.

after the numerous emails and 19 phone calls of exorbitant lengths, and a month and a half trying to get Discovery to help me in either pushing the panel beater to finish the job, or remove the car and take it to a more competent panel beater, I have achieved nothing at all, other than copious amounts of stress as I am forced to deal with this alone, and loss of money as I rely on my car for my income, and the hire vehicle was only valid for the first 30 days. Discovery at no point has cared or attempted to assist at all in any shape or form.