Discovery non compliance

I have been asked by my insurer to send a no-claim letter after I claimed from them for damages to my glasses during a fall. I initially did my inquiery on Monday 6/07/2020(***). By Friday last week, when I had no response, I contacted Discovery again. The lady traced the ref no and promised to phone me back shortly. no phone call. I phoned again today, spoke to a lady at client services. She promised to send me my claim history. Still no joy!!