Shocking Service and contempt Claim

What shocking service I'm receiving from Discovery Insure as a 3rd Party Claimant.

On 15 June 2022 I was involved in an accident caused by a client of Discovery Insure. This person drove into a stationary car who then was pushed with force into me also stationary. Because of not wanting to loose my own no claim bonus I decided to claim directly from Discovery Insure and was given a list of requirements which I was able to send to them on 4 July 2022.

After a few days I started following up but got nowhere. Eventually through my son, who is insured with Discovery Insure instituted a Claim Trace and within an hour I received a call back on 15 July and was given an appointment for Assessment on 18 July 2022. The Assessor informed me that I would get a reply within 48 to 72 hours.

Today I'm still waiting!!! After daily follow ups I only get to hear that my claim is reassessed. Fair enough but Mr Thaiso Twala who is handling my claim just will not give me the courtesy of contacting me for updates and it is now almost 3 weeks after the Assessment was done. I'm told that e works from home and the Call Center can only email him. I wonder if he actually works or exists.