Bad customer service delivery

As a third party in an Insurance claim, I have seldom experienced such poor service and lack of communication. The incident occurred on 27 July 2022. We still have not been reimbursed for an approved accident claim. This service is appalling, no response on queries or emails. Telephone calls to liabilities manager not answered. Not what is expected from a "reputable" insurance company. I am considering to cancel my Discovery home contents insurance if you handle claims like this just outrageous.