Appeal/dispute not properly considered

I registered a claim on 26 January 2023 under my extended warranty, which is underwritten by M-Sure. Between these two companies it took 4 weeks, numerous phone calls and emails, as well as a physical inspection of the damage to reject the claim, citing that the item that was claimed for is not covered under the policy. Surely they should have known this when they received the quotation from the repairer.

I then lodged an appeal with Discovery, claiming that the item should be covered under a "catch-all" phrase in the policy, which covers all "internal components" of the engine. This was the major point in my appeal. I was informed that the appeal process could take up to 30 days. After 6½ weeks, again numerous unanswered emils and phone calls from myself and my broker, their agent Amina Timms, again rejected the claim/ appeal, citing the same reasons as for the original rejection.

The rejection email I received is clearly a standard "copy and paste" reply... one can clearly see different fonts are used for the generic part of the mail and for the actual "original" content.

It is also stated that I took the vehicle, a Mitsubishi Pajero, to a BMW dealer for a quotation... really?

They even had the description of the damage wrong.

It is quite clear that my appeal wasn't even read, nevermind considered.

So my next avenue is the ombudsman, which will take probably minimum of 6 months I understand.

I did send them another mail raising the concerns about the appeal not being considered, but they don't even acknowledge receipt, which seems to be the norm with ***

How can I escalate this within Discovery before I go to the ombudsman?