Poor service delivery

My husband and I were involved in a car accident on the 21/02/2015. I lodged the claim on 23/02 and by 27/02 we were informed that the car was a write off. On Monday the 9th I called Discovery to check what was happening with the claim, the call center agent informed me they are waiting for the car to be uplifted and taken to SMD.(In my opinion this should have been done during the previous week) We are now in a situation where the upliftment of the car is holding up the claim. My calls as well as my husbands calls to Bianca go unanswered, and I have to deal with a new person each time I call! (What is the point of assigning a person to the case if you can never talk to them??) This is highly infuriating especially when you are put on hold for the umteenth time. A call center agent put me on hold for 20 minutes this morning, and I eventually hung up, said call center agent could not be bothered to even call me back! When you ask to speak to management, they are either in a meeting or \you need a reason to speak to them"???? Really??Even though Discovery is passing the buck"