Misleading Claim Procedure

On the afternoon of the 28/12/22, I had an incident, whereby I dropped my vehicle key and in the process it got damaged. I immediately called Discovery Insure Vehicle Claims department ***) @ 4:39pm from number ***, to check if my key is covered. The consultant who dealt with my call confirmed my cover, however refused to log my claim and advise that I first need to obtain a quote to replace the key before he can log the claim. He also could not advise me on where to get an acceptable quote. Due to it being a holiday season I eventually received the quotation on the 04/01/23. I phoned Discovery Insure Vehicle Claims department ***), today 05/01/23 @ 12:10pm and was put on hold for 8minutes, then the call was dropped. I followed up at 12:18 pm and the consultant provided a different process to what I was provided with by the first consultant on the 28/12/22. I believe that that the first consultant did not have the competencies to deal with my claim and deliberately misled me in the process to follow, which now have an impact on my ability to claim.

This could also be a tactic by discovery to allow for claims not to be processes. I guess they comfortable losing their customer base.