Bad bad insurance

We had a break-in on 21 May 2021. After the dust settled I phoned Discovery and informed them that we have to lodge a claim. It was registered and we were sent an email requesting case number quotes and proof of ownership.

The Monday I have sent 90% of documents and the last I sent on the Tuesday. By Thursday after multiple emails request from claims handler I phoned to make sure everything was received. She was unreachable.

I kept trying until I decided to phone call center. I was on hold for 15min at a time then got cut off. Finally after 5 attempts I got hold of someone who could get hold of our claims consultant and said she did not get any document sent (even though I rep**** to her email). I emailed again and cc'd the person assisting us at that time.

She confirmed she received it.

Few days goes by no update. I phone multiple times after my emails go unanswered. Our claims consultant is still NOT reachable.

I again need to so 4 to 5 attempts before getting any feedback. We had to assist with details on one quote which we sent the next day.

We were promised that our claim (2 weeks later) would be concluded that Friday. Nothing happened. After a phone call to broker we were promised today, being Monday. Again day is at its end. No reply to any email, holding for 15min at a time just to be cut off and having to dial again.

I have tried to talk to a supervisor, no success. I feel our money is being taken every month on time but we are getting zero client service.

Neither our broker nor me can ever get hold of our claims consultant. Its so bad I have not once spoken to her over the phone in person. Just vague email once a week if we are lucky. I'm disappointed