Unprofessional service and disheartening communication

I have been with discovery insure for a while now and was generally satisfied with the service until I had my first accident.

The response upon the accident and the process of engaging with myself was great, the accident cleanup and assistance went off without a hitch.

Once the claim number was associated with me everything went downhill. I have never heard the voice of my claims agent since the accident or his manager as I try to follow up on events and procedures with the accident. When I enquiry about needing to be called or given feedback I'm sent an email a day later to say that nothing has happened.

The time had come for the assessment report to be finished after 12 days of waiting and the assessment report comes back with a "failure to access damages" feedback. At this point Im without a vehicle for 12 days and the claims agent could not even call me to give this feedback, just send an email.

The time has come for the second assessment report which will be done through Mercedes and these guys claim no control and are not applying any urgency as everything is not out of their hands.

After displaying my frustration and disappointment in an email I finally get a call back from the Manager to which he gives me more of the same "It's out of our hands" answer and says he is taken back by my statement calling them pathetic and he has a reputation to uphold and starts giving me attitude like I am below him in some way like I do not understand management or being in a leadership position. In this call, I displayed frustration in response to his unprofessional behaviour