Worst short term insurer award goes to Discovery Insure

I have a full suite of products with Discovery including Health, Life, Vitality, Invest and Insure and one of my biggest fears when moving from Outsurance to Discovery Insure was that I will not receive the same level of service especially with claims. This is due to the fact that I had to revert to the Council for Medical Schemes to payout certain health claims previously whereby the outcomes were ruled in my favour but after 3 months. And as feared, my nightmare has begun. We were on our way back home from White River after the long weekend and the car in front of us picked up a stone which hit my windscreen which immediately cracked and worsened since then. I submitted a claim via the discovery app on Monday (30 April) and received an email confirmation that the claim has been approved and a consultant by the name of Chante Davids has been appointed as the claims administrator. I then called the service provider to find out when they would be able to do the windscreen replacement. An appointment was scheduled for 11am on Wednesday (2 April) for the windscreen replacement. The service provider arrived around 12pm and I took time off work to be there while the windscreen was being replaced. After removing the windscreen, the replacement windscreen was found to be too small and so the old windscreen had to be fitted back on again. It appears that the guys had scratched the side panel of the car as well as the roof in the process. Furthermore, the wires for the anti glare on the rearview mirror and lighting are sticking out as the rear view mirror covers where not fit back properly. I was told that the new windscreen will have to be ordered using the VIN number as the glass that they had brought is generic and not original and is only available through Audi. So essentially I am paying insurance premiums on an R800 000 vehicle only to use an inferior service provider to fit generic and lower grade materials in the event of a claim. I have been following up daily and each time I have to call multiple times to get through to Discovery Insure as their lines are engaged or the calls drop. Eventually when I did get through, I spoke to a few different consultants who promised to call back with feedback but not surprisingly none of them did. When I called initially I was told that I need to engage directly with the supplier, which is ridiculous seeing as I have dealings with Discovery Insure and not the supplier. When I called the service provider, they said to me that they are awaiting approval from Discovery Insure who in turn said that they are awaiting an invoice from the service provider. I went personally to the service provider yesterday and was shown all the communication that was sent to Discovery Insure, including the invoice and the fact that it was mentioned that only Audi can provide the windscreen. Up until now, I have not received a single call from Discovery Insure. What is the point of appointing an administrator to handle my claim if she is unable to make a phone call to communicate the status of my claim to me and to ensure that the process runs smoothly? Discovery Insure is still light years behind Outsurance and at this rate I won't be surprised if their attrition/lapse rate is higher than their new business. I for one will be cancelling my policy. The perception from most people that I have spoken to so far about my experience with Discovery Insure is that they can be compared to King Price insurance.