Poor customer service after claim at Discovery Insure

Claim no: 28092 My son (Regular Driver of the vehicle) was involved in an motor vehicle accident where a person bumped into the back of my vehicle on the 10.01.2022. We reported the accident at the SAPS Secunda and I submitted a claim at Discovery. My claim *** was registered and I received a SMS confirmation on the 11.01.2022. I was also requested per SMS to take my vehicle for an assessment to Modern Autobody on 13.01.2022 at 08:00 which I did. I received an email from Moipone Kgokolo on the 13.01.2022 updating me that in order for her to proceed with the claim she was awaiting the assessment report. She also stated that after receipt of the assessment report (turnaround time for report within 3days) she would provide me with detailed feedback. After not hearing anything from Discovery I decided to phone Moipone Kgokolo on Tuesday 18.01.2022. Moipone Kgokolo informed me then that she received the report and was busy opening it and I requested her to call me back with feedback. She never came back to me. I send her an email on the 19.01.2022 and requested her to contact me with detailed feedback regarding my claim. No reply. Then I received a SMS on the 20.01.2022 that my claim has been re-allocated to Jabulile Mathobela. I tried numerous times to contact Jabulile Mathobela to try and find out what is happening to my claim and my options. No success talking to her. On Friday 21.01.2022 at 13:14 I spoke to Sanele Ngidi who told me that I could get my own quotations and get my car repaired privately. According to him I would have to send the quotations to Discovery. My vehicle is insured for retail value R29200.00 at Discovery. According to him the repair cost to my vehicle was just over R18000-00. That is less than 70% of the vehicle retail value. According to me a vehicle is written off when there is more than 70% damages. He informed me that Discovery would deduct the R4000-00 access and that the quotations for repair should not be more than R14000-00. I then went out for quotations as suggested by him and send it through per my private email to Jabulile Mathobela the same day. On Monday 24.01.2022 I received an email from Jabulile Mathobela stating that they need the Natis document to valid claim for a full payment, and should I be interested in buying back the vehicle I must buy back the vehicle from Auction Nation and repair it on a private account. I called Discovery again on 25.01.2022 and spoke to Yolande Maritz where I pleaded my case that I could not afford for my vehicle to be written off and me buying it back from Auction Nation. She then also suggested that I send my own quotations to Discovery. I then after talking to Yolande resend the quotation per email to Yolande, Jabulile Mathobela and Manasseh and told them that I cannot afford for the vehicle to be written off and requested them to inform me about my options. Up to today 30.01.2022 I did not receive any phone call, email or SMS with detailed feedback regarding my claim. I am really disappointed in the way Discovery is handling my claim and the treatment I received as a customer in my time of need The person who bumped into my vehicle was already paid out and his vehicle is being repaired. His insurance went the extra mile to assist him. All I want is for somebody from Discovery to call me and give me detailed feedback regarding my claim with all of my options. I really don’t believe the only option that Discovery can give me is to write my vehicle off and then I must negotiate with Auction Nation to buy my vehicle back. There must be some other options? Thank you Jan