No Human Value

On the 22nd Jan I lodged a 3rd party claim and submitted all the required documents. On the 24th Jan an assessor came to assess my vehicle. I called the consultant who's dealing with my claim Gretchen Rubin on the 29th Jan to follow up on the progress and she advised that I must give her 5 working days for validation and her Manager to authorise the claim. On the 6th February which is now after the 5 working days, I sent an email directly to Gretchen to advise on the progress and she didn't respond to my email. On the 7th February at 8:32am I sent another email to her (I requested a read receipt this time), my email was read at 8:47am however I still didn't receive feedback from her. I then called her on the same day at 12:52pm but her line was busy and re-routed to another consultant by the name of Thando who checked the claim for me and he also informed me that she's still busy with the validation. I asked him to request for her to call me back as she's ignoring my mails but I never received a call. On the 10th February, I posted on Twitter and tagged the company so they can be aware of the poor service I'm receiving, hoping that someone will be in touch with but unfortunately no one has been in touch with me and now I'm thinking that's why Gretchen herself doesn't bother to reply to my emails or return my calls as the company itself is doing the same practice. This may be a 3rd party claim, I may not be a Discovery Insure client but I'm a Discovery Medical client. The non-service I am receiving makes me question even the current business I'm providing to the company, I'm considering moving my medical aid to another company. Considering any future ventures with them like Discovery Bank or even Discovery Insure have all now been *****ed by the current unsatisfactory service I'm receiving. I work in the customers services industry myself and keeping a client updated on the progress of their query is fundamental. It's been 12days with all documents and quote received by them from the panel beaters. It was a 2vehicle accident with minor injuries, how long can it take to validate such a claim? I also need to know how far this "validation" is and what is still left to be done, I think I'm well within my rights to get adequate feedback and to be kept updated. The turn around time is there for worst case scenario but it doesn't mean the matter should be dragged and only resolved on the last day of the turn around time. I'm currently without a car and after everything, I will still need to have repairs done on the car meaning even a longer period without having a car. Maybe I should also claim for a courtesy car from you guys since you're deliberately delaying this claim and since you have also made it clear that I'm not worthy of getting feedback as well. Where's the human value to the service you're providing to your clients (yes I am your client because I have Discovery medical aid)?