Bad customer service

I am claiming from 3rd party, my vehicle was assesed by discovery on the 05/04/2019. They then advised my driver that i would get feedback in 4 days. I then contacted Discovery to find out how their process works as i had not receieved any contact from them after that. The consultant said once he receives the assessment he will then process it for validations. I asked if there is no way of him keeping in contact once he has received the assessment and he said No, I would have to wait for him to get back to me only after validations which could take about 30 days. This is a vehicle that works on a daily basis and it is affecting my ratings as it transports customers. The way the consultant answered my questions showed no lack of interest nor urgency. I dont know if this is due to the fact that I am third party but it is definately not how customers should be treated. My business must now wait because there is no urgency on Discovery's side?