worst 3rd party claim with Discovery Insure and poor customer service!!!!!

I have had the worst 3rd party claim experience with Discovery insure and a lady called Nonkululeko Kolanisi and her colleagues. I guess their aim is to frustrate me until I give up.

I was involved in an accident in May 2025 with their client. The client acknowledged fault at the scene of the accident, and they left to write a police report while I waited to get my car towed, met her and her sister at the police station an apology was offered by them for the accident (Why apologize if you were not at fault?). I made my report and left. The following day I lodged a 3rd party claim with Discovery and was allocated an advisor by the name of Nonkululeko Kolanisi whom has not been very helpful at all as she is hardly available to take calls, nor does she reply to emails sent to her. After multiple calls were made to the number we were provided to get a hold of Nonkululeko, and the same number being answered by her colleagues, I finally get a hold of her she tells me that their client is not taking responsibility for the accident, I asked if they read both accident reports and have seen pictures of the accident scene and she said I should send pictures that I have so they can communicate with their client and see what she has to say.

I called today 30th of July AND STILL not getting a hold of Nonkululeko but her colleagues that tells me my claim will not be processed if the client is not taking responsibility and I can take legal action against their client if I want to.

Another one of Nonkululeko's colleagues asked me if I expect them to just go with my version of events and just pay out the claim? She continued to ask if I have video footage of the accident, I explained that the pictures I took and sent to them showed the position of the cars and she continued to say it is not good enough as for all they know the cars could have been moved to position their client's car to look like she caused the accident. WOW Discovery.

I am not giving up on this until my claim is resolved. I am also laying a formal complaint with the ombudsman as well as the police for their client.