insurance claim still outstanding after 3 weeks - terrible customer service

It has been 3 whole weeks since my wife had her stationary vehicle rammed from behind while stopped at a pedestrian crossing with a red light, in Cape Town. Despite our numerous calls and emails to Discovery Insure, they state that our claim cannot be finalised (and vehicle repairs cannot commence) until they have completed a previous insurance check. On multiple occasions we have provided all previous insurance details going back to when the car was purchased new in 2013. The car has been insured with Discovery Insure since 1st September 2016 (i.e. more than 13 months). How can it possibly take Discovery Insure over 13 months to confirm previous insurance!? It took an accident for us to find out that Discovery Insure considers the previous insurance check to be incomplete. Now we are being inconvenienced as we are without our car.

To make matters worse, the person supposedly assigned by Discovery Insure as our claim administrator has not called even once in 3 weeks to explain what is going on. We have called many times and never once been able to speak with her. Instead we have to speak with whoever answers the phone and invariably they cannot do more than read the notes on the file. Every time we request a call back, it is promised but never happens. Atrocious service!!!

Discovery Insure Claim No: **********