No service and no communication

I was in an accident Sunday, I had a friend tow my car which at the time seemed in a working condition, we realized the car has failing breaks etc after the incident. I arranged my assesment for Tuesday, they came to tow my car 2 hours late (and Discovery didn't know, don't know how they know where I live and that my car needs to go for an assesment) after that I find out my car is in Sandton instead of Pretoria with no correspondence from Discovery and they will only allocate an assesor for me tomorrow. They have had my car for two days already but no one knows about it or seems to care. I have to follow up with discovery just to be put on hold because they dont really know. This is my first accident in my life, I dont know how this ussualy works but I am sure this is not the way. It is horrible to even start a claim off like this. The uncer*****y, the confusion and lack of knowledge by Discovery insurance.