Worst customer service by Thando Ngwenya!!!

I registered a claim with Discovery Insure on the 19th April 2023 for gear 3 on a Ford Ecosprort. I was supposed to be assisted by Thando Ngwenya - the worst ever! Never bothers to communicate. The car was supposed to be towed on 24 April 2023, but was only towed on the 5th May 2023, after I made numerous calls with no response I finally got hold of her colleague who arranged towing. The car was assessed by the dealership since 5th May and submitted all documents to Thando. On Wednesday 10th May she sents an email requesting pre-inspection and told her there is no Bosch dealership in Thabazimbi as previously explained to the sales consultant. Discovery went ahead to debit my account and didn't inform me of an alternative in Thabazimbi to do the assessment. Now that the vehicle has issues they want to investigate. The car is now fixed at the dealership and now are playing hide and seek and don't want to pay. Why did they take the car in the first place to the dealership if they had issues? It's over 3 weeks now and I'm calling Thando and cannot get hold of her. I've been with Discovery insure since 2015 and this is the first horrible experience I've ever had to deal. Can someone at Discovery let me know what needs to happen to my vehicle.