Bad Service from Discovery Insure

I submitted a claim following a break-in at my house. I was attended to by a Ms Innocentia Dubazane who gave me bad service right from the start. I reported this to her team leader Arvanash Ramanand who acknowledged my complaint. Anyway, my claim was rejected and Innocentia informed me of the decision on the telephone. I expected her to follow up with written confirmation with reasons for the decline but received none. She contacted me about a week later to inform me that she was appealing the decision. While still in the process of appeal, my mom passed away and I informed Innocentia on the phone and that I was unable to attend to the matter as I had this tragic matter that I was dealing with and had left Johannesburg for rural Eastern Cape and did not have all the details she needed with me. She followed this conversation up with a letter of confirmation that I had decided to withdraw my claim for me to sign and send back to her. I rejected the letter as I made no such decision. She later withdrew the communication but reminded me of her targets that she needed to meet in the middle of my grief. The whole experience was awful from me as the service provided was appalling.