Bad service from Discovery Insure claims consultants

Received great service when I joined and with the first part of a burst pipe claim, but a small group of claims people are really testing my patience at the moment. I've sent the required documents of the second part of a claim to the claims consultant on the 11th of January and have sent numerous emails and made several phone calls since then. Spoke to other consultants as well. I am either cut off after holding on for longer than 20 minutes or told he will phone back and the last time a lady said that he forgot about the claim and will do the calculations in 15 minutes and let me know. That was a week ago. Sent emails again and got out of office. Sent an email to the email that he referenced to in his out of office email No reply. Sent an email to complaints. No reply. Phoned again today and the line just went dead after 15 minutes. No music, no voice, no consultant. Really not what is expected from Discovery. Especially if you have insurance, Vitality, Medical and bank accounts with them. One or 2 bad consultants can give your business a bad name. I am disappointed, especially after referring many clients to you.