Inconvenience due to lack of communication

I apologise upfront for going the "Hello Peter" route, but unfortunately nobody is coming back to me. I was in an accident on 11 January 2019. Everything was excellent up to assessment part during claim stage and after service queries. The emergency team phoned and assisted me right through. Even logging the claim was painless. I was informed via email the assessment will start 14 Jan. The evening of 17 Jan after I had to phone numerous times (were not informed as regularly as indicated) I got an email stating that the damages was R**** and the autobody repairer has been assigned to my case. I received no assessment report just everything was approved which let me to think all damages including my nudge bar would be covered. However on 24 Jan the autobody shop phoned me and asked if I want the nudge bar as they must order it. I was shocked to find out so late that the part was not insured. When I started enquiring about this from Discovery (via telephone) I was transferred from here to there and at one stage was holding on 13 minutes for someone to assist me. I eventually got hold of a Claims Specialist who said I must phone my broker (Suliman Minty). When I phoned him he advised he is at a client and would contact me later the afternoon. Later the afternoon a Llewellyn Ngozela contacted me. I explained to him I was not aware that the nudge bar was not insured. He told me that this is falls under the "extras" they ask you at the beginning of the onboarding process if you want to ensure. I explained to him I am aware that I said "no to the extras" but this was not explained in such detail. They ask about radio's , they ask if you changed performance on the car. Then he told me that on the car's invoice the extras are indicated. My question to him was then had I known this is where I must look I could have insured this part. He then further told me that they don't have photos of the cars in front of them when taking on a vehicle , etc. Which again I asked but it goes to Tiger Wheel and Tyre and surely they make notes of the condition of the car and the accessories on it. Again, they don't. They check if the car is roadworthy. He then sent me an email to say they listened to the recordings and I declined any extras to be insured and I must now send an invoice to them that they can insure my car properly. I sent an email back stating I want this escalated but have since 1 Feb 2019 not heard back from him or Suliman. My other point to him was that my husband's bakkie came standard with a towbar (so why must I now pay extra for that as well). I have many Discovery products and even worked for them for many years. But I do feel that the service is poor and there is a flaw in the onboarding process and perhaps onboarding may take a bit longer if the staff are being proactive and asking for extra information as the normal person on the street is not aware of all of these terms and conditions. And let us be honest, who reads the 50 page document's fine print. I however had a look and specifically searched for Nudge Bar, not mentioned anywhere in the schedule. Had I been communicated to properly and given all appropriate information at assessment stage and even onboarding I could have made a different choice. I feel sad and unhappy and especially it being January I had to fork out extra monies all because things were not explained properly.