What do you do when Discovery loses your car?

What do you do when Discovery loses your car? ….Ironic when they are supposed to keep you covered? My short term cover started well with whom I thought was the leading service provider in insurance, medical aid and all things Discovery. When attempting to change over my Medical aid I found that this perception was nothing but a myth, and at that stage the alarm bells should have gone off regarding my short term policy. Generally, they used to be quite efficient but during the past year, the wheels have come off. Let me start with the latest incident. On the 8 May 2021, we had an attempted break in to one of our vehicle. The vehicle was towed to the Discovery assessment centre. It took an entire week before assessment was done on the 14 May. I was subsequently told that the claim was approved on the 16 May. Several calls from myself and my broker since then have left us with this situation. Week on week, I am told by different consultants that the vehicle is at the repair centre. The repair centre has no knowledge of the vehicle. The assessment centre constantly cuts my call. At Discovery, you have no choice but to speak to a consultant. When you attempt to escalate to someone more senior, you are put on hold indefinitely. Can you imagine the stress and trauma I underwent and continue to do so? As it stands, over 3 weeks later, my vehicle is not at the repair centre and Discovery continues to insist that it is there. What is my recourse? My husband uses the vehicle to travel to and from work which is over 200 kms daily. He is now using an SUV which is impacting severely on the fuel budget and maintenance of the vehicle for 3 weeks and no solution in sight. Discovery’s response to this is that we should have car rental on our cover? This should not have taken more than a week, and they didn’t even contact us to give us an option to repair on our own. They have no remorse for their incompetence and inefficiencies. Emails go unanswered. I am now resorting to social media in the hope of getting some answers to this atrocious level of service. Last year they sent a service provider to repair and replace garage doors after a break in. The workmanship was so poor that the garage spring snapped and damaged my vehicle. Before the incident I pleaded for Discovery to send out an independent person to assess the quality of work. The service provider’s personal insurance has received a quote my us and have sent an assessor out to assess the damage. The only thing that holding back the process is confirmation from Discovery that we have not claimed for this from them. They are unable to provide this despite pleas to do so. I am with a severely damaged vehicle and Discovery doesn’t care that it is as a result of their poor service provider workmanship. There is absolutely no accountability at any level in Discovery At the end of my tether