Worst and frustrating service received

On the 5th of April 2023 I had an accident where a car that had failed brakes came speeding on the side of my car by the robots, luckily I had a Discovery Insure sensor installed and I immediately got a call from them querying if whether I have been in a collision I then confirmed and Discovery sent emergency services. There was a towing services called MP Towing services on the accident scene, the consultant I spoke to confirmed there on scene the that they are the right people and that an authorization SMS will follow she then continued and spoke to the guys from the towing company and then my car was towed away by the MP Towing Services. On the same night at 20:59 I received an SMS saying 'Your request to cancel Towing was successful. If you require any assistance, please call us on ***.' I called the number and spoke to a lady and informed her of the message I got and I gave her the details of the people who towed my car, she confirmed to me that the towing company is the correct one and I advised her that I have not received the authorization SMS and she said its not a problem. The following day, I received a claim confirmation and who my claim assessor or advisor is. I called in regarding a courtesy car and I was told that a rep from Avis will call, I got a call and went to collect the car and was informed that my insurance had booked it for until the 15th of April 2023. Yesterday I called in to the Discovery call center, mind you after all this time I had still not receive any call from my claim assessor. I required an update on the claim and the rep advised that they are waiting on their service team to go and assess the car and then asked that they extend the car hire period as I needed a car in the mean time, she advised that she would send it off to management for approval. After a few minutes I got a call from another Discovery Insure rep asking question regarding the towing company informing me that the towing company says the storage fee has accumulated to R47 000 and that they had not authorized that company, I informed that they had I even called in that night confirming and the rep confirmed. He said they would go back to the call records and get back to me on the same day before end of business which was yesterday, I still have not received any calls. I am both disappointed and frustrated at the service provided by Discovery Insure as I don't understand how I am only getting these updates after I had made the call? How is it that they waiting on the service team to go out and assess my car even though they didn't even know where my car was? How am I liable for the towing services storage fees when their consultant had confirmed that they are the right people to take my car?