Utterly Disappointing handling of my claim

I would like to express my utter disappointment with Discovery Insure and the inconvenience and financial loss they have and are still causing me at the present moment.

I had an accident on the 4th Dec 2022 and I registered the claim with Discovery on 5th Dec 2022. Claim got approved and my car was picked up and sent to their repairer on 8th Dec 2022. Discovery only sent the authorisation to the repairer on the 14th Dec 2022 (6 days after the car was booked in at the repairer)

After the assessment was done by the repairer they realised that parts need to be ordered, but they DID NOT place the order until last week. exact date was not provided but it was approximately 21 days after receiving authorisation from Discovery.

I've got courtesy car benefit, so on the 6th Dec 2022 I picked up the courtesy car.

Since the day my claim was submitted to Discovery I have NEVER received even 1 communication from neither Discovery nor the repairer on the progress of my claim. NOT one single communication about anything! So every communication regarding my claim was initiated by me through calls to follow up and to extend the car hire as it was initially booked for 7 days. I kept calling every week to extend the car hire and get status update on the progress of my car.

On the 6th Jan 2023 I called Discovery again to extend the car hire & was told that I can't extend it anymore as I've reached my 30 days cover limit so when I enquired about the progress with the repairs I was told for the FIRST TIME that there are parts on order and they'll only be confirmed by the 17th Jan 2023. I then asked that they extend the car hire even if my benefit has been used up as the delay is on their side AND NOTHING WAS COMMUNICATED TO ME to prepare me for any of this. This was declined and I escalated this with Erica Demetriou whom I believe is a supervisor / senior in the specialised claims department. She pretty much said "tough luck" to me and did not even begin to attempt to assist me but she kept avoiding taking responsibility for this issue which fully sits with Discovery and their repairer. I explained to her that I need a car for use to work but she did not care at all and straight up refused to assist or even understand where I'm coming from and what the basis of my complaint is.

Now this is what I have issues with, why did Discovery take 6 days to give the repairer authorisation and why was the order NOT PLACED in Dec 2022 BEFORE they could close for holidays, but only placed last week??? and how am I now the one suffering because of what they did not do correctly?

I returned the hired car that Discovery had authorised for me as the service provider was calling asking for the car as Discovery wasn't covering it anymore. So I then hired another car on my own account using the same service provider which I'm currently paying for and it's costing me a LOT. At this point I don't have an ETA of when my car will be fixed or when the parts will arrive, all I was told was that I can only get an update after the 16th Jan 2023 which is totally ridiculous.

Can someone who is in customer service and who actually understands what the responsibility of the customer service department is, look into this matter and help to resolve it so that Discovery can grant an extension on my car hire for this claim so I may have a car to use until my car is fixed, paid for by them as it should be.

Thank you.