Recovery service process is terrible

I’m thoroughly disappointed by the level pr service I am receiving from Discovery Recoveries team, no empathy no support whatsoever to ensure the client is not negatively affected, I was excited to hear about your 3rd party claims services which meant I didn’t hv to suffer the burden of chasing after a 3rd party for payment, my car mirror has a minor damage and the Recoveries person is telling me I mst pay the R8.5k excess for them to actively recoup the funds wt no guarantees the process wud b successful wen I request an option to get the invoice so they can try to recoup the excess from the 3rd party as I dnt hv those funds readily available the response I got was an arrogant No we don’t actively work on ur case unless you pay the excess amount so wat is the point of having a recoveries team if there aint any options to try and accommodate your client as it stands your process is only meant to benefit Discovery Insurance and not your clients what a terrible first time claims experience and yes I will definitely be seeking an alternative insurance option as Discovery is not for the customer your teams arrogance and lack of empathy is absolutely disgusting