Unresolved claim

My mother who is a pensioner has been given the runaround by Discovery Insure, after a traumatic experience of being knocked by another at a church's parking lot. This incident happened on Saturday the 4th of June 2022 and due to complications it was only reported the next day on the 5th of June 2022 to the insurance. The first consultant had told her to wait on their call today the 6th of June 2022 for further instructions, which never happened until she called them at 15:30 and was told she was supposed to take her car in at earlier on at 9h00 and the sms with that instruction only came in at 15h35. She was also supposed to take her car to Stanger which is 2 hours away from Kwamashu where she resides. This is beyond disappointing for a so-called accomplished company, the audacity to treat an elderly person as such is pretty appalling. And even as I write this review at 20h10 on the 6th of June 2022 she has not been given a clear direction from discovery.