Tardy service from Discovery Insure

On the Friday 12th of August my daughter had an accident with her car. The front side pannel was damaged. We obtained a case number at the nearest police station. On Monday the 15th we handed in all our paperwork to our insurance broker, who submitted it to Discovery on the same day. As of today we have had no follow up from Discovery to even send out an Assesor to do an estimation on our vehicle. Our friends who ensure with Outsurance have received much prompter and better service than this. So it is possible! What is the point of paying for such tardy service.