No Claims Payout for over a week

I have submitted a claim on the 21st of December 2015 and i have called 3 times so far only to hear lets give it more time. <br> For them to sit with your money is ok in their eyes.<br> They double debited my wife and had to wait for a month to get her money back and many hours of painful calls getting false promises.<br> Also we were charged fees for the double debit causing insufficient funds which they took over a month to pay back<br> Why do we deal with such poor service while Discovery benefits all the way.<br>