Snail pace claim processing

Just when i thought I had found an insurer who had by best interests at heart I am disappointed. My vehicle was ****** and I provided Discovery with all the required documentation by 18 April 2016. I would regularly follow-up as the pay-out had an impact on deal I had for a replacement car. Two weeks later and I am still waiting for the claim to be finalised. I was advised on 26 April that the hold up was due to the need to confirm my vehicles value and that the process of confirming its value should be finalised by the end by close of business that very day. I continued to follow up and was advised later that week that the matter had been referred to management for finalisation. On 28 April 2016 (after yet another follow-up from me) I receive an email from said management advising me that they are in the process of finalising the claim and that I should hear from my allocated consultant on the 29th. 15:00 on the 29th and still no word from the consultant. I follow up again only to be told that management is yet to look at and approve my claim. When asked what the email from the previous day referred to, I am advised that the only thing that has been approved is the value of the vehicle and nothing else (this after a 2 week process. And if I am not mistaken, confirming the value of a vehicle is not likely to take an entire 2 weeks). I am now in a position where the courtesy car needs to be returned and due to my insurance companies snail like response, the deal on my replacement vehicle hangs in the balance. What I can't understand is why is took so long to confirm the value of vehicle that has been insured with the same company for 1 year as well as why I was being led to believe the matter was being properly dealt with while it in actual fact was not the case?