Horrified

My wife was involved in an accident last week Monday. When a truck bumped into while stationary at a zebra crossing. She contacted Discovery lnsure,who authorized the towing of her vehicle from the accident scene to the an assessment centre. I got to the scene of the accident as soon as she called me. We then went to the police station ,where a case number was issued, & also sent over to discovery representative. On Saturday l queried this with the insurance service champion, only for the representative to say we are waiting on stock number from the holding Yard to send assessors. How do you wait when you are supposed to be the one to chase for the stock number. Is the client supposed to do this for the insurance company. The internal processes have nothing to do with the client. The company representative had the nerve to request details of the accident,pictures and those of the truck one week later yesterday Monday,furthermore keep her on hold for more than twenty mins. Now Tuesday you ask for mobile number of the truck driver,yet you have a case number and can call the police a get this information. I find it deplorable to find such ineptitude handling of a client from a supposed to be professional and ethical organization