Unable to get access to Discovery App

I have 2 claims to process. I cannot sign on to the app on my cellphone or on the website via my laptop. Both say that the system does not recognise my user name or password. If i try to change my password via "forget password", it asks me to supply my ID number. it subsequently tells me that my ID number is not recognised. After trying for 2 days to get hold of somebody, I eventually got hold of a support person. They ask me to send screen shots of the problem. A week later, I have not had any response.