Use of Indigenous Languages when lodging a claim

In 2015 I insured my elderly father's car with discovery and when he got involved in an accident on the 10th April 2018, his attempts to lodge his claim in Setswana the language he is comfortable with, became impossible as his calls were either dropped or being put on hold indefinitely. When I intervened, my call was taken by the lady called Nontombi Tsomo who immediately after hearing my complain, phoned my father to get the full story and even going an extra mile of getting a translator. she immediately arranged courtesy car while the claim was being assessed. If it wasn't of the level of professionalism and humility of Nontombi Tsomo, i had all the intentions of cancelling my policy but will for now keep it till I am convinced that the attitude of other agents has changed or improved. further to get assurance and or clarity from the company with respect to use of indigenous languages when handling claims and even claiming.