Lack of transparency and communication

The Discovery Insure consultant who handled my claim asked me to write a review when my claim was authorized, I decided to wait until my vehicle was repaired before I was going to write the review. I am glad I waited. Three weeks after submitting an accidental damage claim to my vehicle I could book it in at the assigned panel beater, 2 weeks later I received a notification that my car was ready. To my surprise not all the damage submitted in my claim was repaired, when asking the panel beater why, they rep**** that it was not included in the authorization received from discovery. It was only natural that I ask for a copy of the authorization – the panel beater did a great job, discovery not so much. The damage that was not repaired was not noted on the claim, nor was it noted under previous damage. I went back to the correspondence I received when my claim was approved, nowhere was the details specified or communicated to me prior to authorization, it also turns out that the repairs done was only R600 more than my excess payment, it would have been nice to know this upfront. I reached out to the consultant that helped me on Thursday the 15th of Aug 2019 to try and understand what happened and why my claim was not completely approved. Please understand it is not the fact that the whole claim was not approved, it is the fact that it was not communicated to me upfront. I followed up again on Friday the 16th, it is now Monday and I still do not have a response. I am very disappointed in the lack of transparency around the claims process and the fact that when I reached out for help I was ignored. In all my years as a discovery client I have never had a poor experience like this.