Shocking customer service

So sad that Discovery Clients are just a number to them. Since 10 September we have been promised to have our calls returned and our query followed up on, but no such luck. We have to waste our airtime to chase and follow up Discovery Insure for something they are supposed to do; primarily provide customer service to their customers. My car is sitting and waiting at the panel beaters for our go ahead to complete the repairs but because Discovery can't provide any form of customer service to their clients, I have to wait. Discovery are saying they will not pay for the damaged tower as we didn't specify it. So they are supposed to pull the recordings and advise if we did or didn't. If we didn't - great lets move on, if we did - great please proceed to get my car sorted. However we still waiting over 3 weeks for someone to pull the recording and let us know. NO ONE AT DISCOVERY INSURE EVER calls back. Disgusting service as I work on the service and sales industry and if I didn't follow through on my promises to call a customer back; I would have no salary. I wish all sales based businesses and that includes all of Discovery offerings should be commission based so you know someone wants to work for their money... SO we continue to wait for someone to call us back from Discovery Insure. I just hope to have my car sorted before the next school holidays.....