Breakdown of trust

I had an incident where I was driving on the freeway and got by something I believe to be a spark plug (I cannot confirm) on Sat 17 Feb 2018 and logged a claim right away. I sent the car for assessment on Monday 19th and today (20th) I was told by Discovery that they intend refuting my claim because sun roof is an extra which wasn't covered by my comprehensive insurance. I was on back and forth conversations with the consultant who promised to get approval from management but I have not heard from her again despite hers and her colleague's promises that she will call me back. I am now driving in a car with a hole on the roof while Discovery is playing hide and seek after my years long business to them! I am even more disappointed by the consultant's apparent lack of empathy. I am at my wits end and don't know where to go anymore!