Insurance Claim at the Discovery Broker - Renier Coetzee's Discovery Franchise in the Greater Gauteng Area

I phoned the Brokerage to find out the process on how to log a claim to repair various scratches on our Wildtrac Bakkie which we accumulated over a period of 3 years. The consultant by the name of Engela then confirmed that I can definitely do a claim as long as I am aware that I will have to pay the R3250 excess which I then agreed on. A claim advisor the firstly sent me an sms and email and then phoned me to confirm that I can go ahead and take the bakkie in for an assesment at the Brooklyn MotorLab which was the closest Assessment Centre in my area - the assessor Kobus then assessed the whole bakkie after which he confirmed that he will send the assessment through and that Discovery will be in contact in terms of what they will cover. I never got a call but first got an sms to confirm that my claim has been assessed and approved and that i can get in contact with the Brooklyn MotorLab to arrange for the bakkie to be fixed. I also got an invoice confirming the excess of R3250. On the day when I took in the bakkie Julie-Anne at the MotorLab asked if she can go around the bakkie with me again just to make she has everything the same as on her list after which I confirmed with her that it would be everything discussed with Kobus. This was on Thursday, 2 November 2017. On Monday 6 November I just got an email from the MotorLab with an invoice of of an amount over R12 000 - i then phoned her to ask why did she send it to me as the quote definitely has to go to Discovery and not me? She then said she will then forward it to them and they will get back to me. No call from anyone - I then called Discovery to ask them what is going on only to hear that Engela is no longer working there but that I can speak to Natalie - Natalie then heard my whole story and confirmed that she understood where I am coming from and that I should please forward her the quote so that she can take it further. I also confirmed twice in our conversation that I want everything mentioned to the assessor done otherwise it will not be worth my while to fixed a few chips and pay the R3250 excess and that she must immediately get in contact with the MotorLab to sort it out. I never heard from her again and three days later on the 9th of November i got another email from the MotorLab (Julie-Anne) asking can they now go ahead with the rest of the work - I then immediately phone the Discovery Broker again and spoken to Natalie who then all of a sudden had a lot of excuses why she hasnt been in contact with me and that we would now not be able to claim all the other scratches as that is not part of our specific insurance policy - I then confirmed with her that we will not be going ahead as per my discussion with her first thing on Monday and that we want to fetch our bakkie today, the 10th of November which she then said is ok. When I phoned the MotorLab Julie-Ann confirmed that they already started with the original wheel arches and the bakkie is already in the paint shop which means that Discovery never made contact with them since monday to ask them to stall the process while the matter is being sorted. I then phoned Discovery again to discuss but couldnt get hold of the Natalie at Discovery - only to receive a call shortly after that from the Claims Division to ask if they can please log another claim for me for the rest of the damages - I was amazed! This was after my discussion with Natalie where she confirmed that it is not possible on the insurance policy that I have - when I then mentioned that to the Claims lady she kept on saying no we can just lodge a claim again and everything will be sorted - I said to her that she must get the Broker to get in contact with me because this is now getting ridiculous - I have tried to call again and sent an email again to say that I tried to call back but up and until now at 17:30 on Friday, 10 November havent heard a word from Discovery or the Brooklyn MotorLab. I need this matter solved immediately!