We were so close to a perfect claim then I came in contact of the wrong representative

My entire claims experience went smooth until we got to the final stage- Discovery provides 30 day car hire on a week to week basis, if your claim isn't finalized they just extend it for another week, or so I thought... Yesterday morning after two weeks of doing it this way I just sent an email on the morning of the expiry of my car hire and requested an extension and went on for the day. I called twice later in the day to confirm if something was outstanding for my claim and was advised after the second call (only after 11 which was the time the car needed to go back to Avis) that the pay out was sent to the finance department to authorize.

By 16:00 I haven't received confirmation that my car hire is extended, so I called in again. After an hour of struggling to get it authorized the feedback was that because the payment was sent to the finance department they will not extend the car hire, and I would receive the payment in 72 hours. I then requested to at least extend the car hire for 72 hours as I am now stranded without transport and without funds to pay for transport for the time I have to wait. The consultants feedback was no, they also have to think about the financial well being of the company.

I say there is two options- or you extend car hire, or you pay the R10 to do an immediate transfer. Not that you need to care about the financial well being of the company. After I requested for a team leader he also mentioned that he won't transfer me to one if they will just give me the same feedback.

This is ridiculous, and the worst is that I'm a loyal Discovery Broker and have been placing clients with them for 3 years in confidence. That is now also done with...