Poor service and poor delivery

Someone Insured with Discovery drove into my dad. His care needs repairs. Discovery told my dad to get 3 quotes. He had to pay for one upfront. Never got reimbursed. Almost 3 months later Discovery needed 3 new quotes. Then chose the cheapest one. Called the panelbeaters and got more discount. Paid my Dad the money but never included the VAT. My dad has to pay the VAT. Why? He should not have to pay a cent!! Very poor service from the get go. Our family wil never insure with Discovery.