Non existent customer service- poor communication

I logged a claim with Discovery on the 22nd of September, Siphiwe contacted me and arranged for me to take my vehicle to an assessor, I explained to Siphiwe that according to Mercedes Benz I have a crack in my sump and therefore I cannot drive with the vehicle as the engine will seize. Siphiwe informed me that the assessor will confirm if I am able to drive back from Centurion to Pretoria east, the assessor did indeed say the car is fine I can drive with it. Later today I received a call from the panel beaters saying they are on the way with a flat bed to collect my vehicle as I cannot drive any further the risk is too high?? I contacted Siphiwe to confirm that they did indeed arrange the panel beaters in question? He further informed me that he is going on leave and have forwarded my claim to another consultant but they will get back to me within a few minutes, 3 hours later I contacted Discovery again to inquire where the flat bed is that left at 10h00 already, nobody knew even where to come and collect my vehicle, after a hour or so the accidents repair centre contracted me to collect my AUDI??? I drive a Mercedes Benz? The uninformed service is astonishing.