Not paying out claims

I have had to phone in 4 times to have my claims processed. Each time a new excuse is given as to why the claim cannot be paid out. It has taken more than a month and I am still waiting. The last phone call revealed that my email had been ignored for over 10 days!!!!! The manager in the call centre was not helpful and could not provide any reason as to why my claims were being ignored. No apology was given either. The service is extremely poor and discovery is becoming known for not paying!