My first ever insurance claim gone sour

<p>I am a new customer of Discovery Insure. Never ever had a claim in my life before. I was involved in a hijacking on the 1st July my car was damaged in the process. I logged a claim on the 11th July. Discovery was a bunch of friendly people and instructed me to go to the closes assessment center which I happily did. The car was checked out and the detail was sent to the claims specialist. After a week the specialist gave me a call and requested pictures of the damage . I don’t understand why he wanted pictures because he already received the report from the assessor who physically looked at the vehicle, never the less I sent it to him. When he looked at the pictures he was unable to see scratches on the car i asked him to get a 2nd opinion but he was unable to do so at the time as he told me that he needs to go home now its past his time at work. Just before that he presented to me a job card that he requested from Barons where I service my car. The job card was dated December 2016 the picture that was presented to me had scratches on the left hand side on the vehicle which is the same side that i am claiming for. When i asked the specialist how can that be possible there is scratches on the left hand side he followed up by telling me "i was hoping you can tell me" after studying the picture I could see that the picture was upside down and that the left hand side that we have been looking at is in fact the right side of the vehicle. After mentioning that to him and he realized that I was right he said he will get back to me. I haven’t heard back from him ever since. I have made numerous calls to discovery because I get the same stupid email saying a specialist is attending but nobody really calls or gives an update. They have also informed me that the specialist that dealt with the query no longer works at discovery. They also told me that the query has been escalated to the specialist manager but I have not received any feedback from that manager either. They have also promised to email me an update but still haven’t received an update. Nobody can tell me what the turnaround time is for a claim nobody can tell me if its normal procedure for 2 assessors to assess your vehicle</p>