Pathetic, absolutely Pathetic

I am absolutely gobsmacked by the pathetic service levels i have received by discovery . Some time ago i submitted a claim for an MVA , my car was assessed by "Nett Assess" and authorization was given for some repairs to the rear end of my car. I was told the ETA would be around 15 working days . The car was delivered to DALS Auto for repair on April 3rd and i took ownership of a courtesy car from Avis which would be valid for 30 days. The story progresses to around end April when i was advised that my vehicles boot lid could not be repaired but needed to be replaced. So the new part was ordered. The end results is that my car hire had expired. i tried to explain to discovery, that this was poor planning, but they were adamant that car hire was for 30 days only and could not be extended due to repairs. Subsequently i have received email from repairer stating that a repair was issued when it should have been a replacement part and this caused the delay. meanwhile Avis called me asking for their car back. On Thu April 3rd i spoke to Florence Maditshaba Morake from Discovery Insure and explained my situation. i explained the evidence suggesting the authorization was incorrect and was told " hold on sir, vehicle management is on the line making a decision" i said that she can call me back. Saturday April 6 , still no word from Florence, i called in again , seeing as Avis sent me a sms for a penalty of R720 for late rental. I explained myself again, an E mail was sent to Florence by Claudia to sort the matter out on Monday morning. Monday the 7th, still no feedback on my requested car hire extension. I call in again and i end up speaking to a gentleman named Vulindlela who was more understanding and emphatic than his predecessors. Again the matter was referred to Florence and i was again promised feedback by end of Monday the 7th. Today is Tuesday and STILL NOBODY IS WILLING TO HELP. So i have incurred a penalty from Avis, incurred more than R1000 for the days between the 3rd of may till yesterday, entered anew contract to pay for an extension till , hopefully Friday, paying another r1500 for a holding deposit, R400 for an Avis driver to meet me at a pick up point. I have been a loyal customer for more than 6 years, paying my premiums and integrating most of my other insured items into 1 basket at discovery. But for what??? somebody acting on behalf of discovery authorized a part to be fixed, when it should have been replaced,had this been done correctly at the beginning i would have had my car by now and not been inconvenienced and given the run around as I have and incurred the stress and expense of around R4000. How am i to be blamed and held responsible for somebody else''s mistake? How do i deserve to be ignored? why do i get promised feedback and still nothing? WHY ..... AM I EVEN STILL A DISCOVERY CLIENT?