Bad service, lack of communication on Third Party claim

It's almost 2 weeks now that I submitted my documents for a Third Party claim as my car was bumped into by a Discovery client. My claim was allocated to Stephan Van Niekerk. Until today, I haven't heard anything from Stephan. I sent him an email 4 days back to enquire about the status of the claim, he didn't even bother to respond to my email. I called the Liabilities number last week Thursday and they told me they will ask Stephan to call me before the end of the day. No assessor has contacted me, no call, no email, nothing. This is contrary to their lead times that they detail on their forms. Instead, a day after I have submitted my documents and contact details to them, I received a call from them trying to sell me their services. Nothing about my claim that has been submitted.