Claim and payment

I have more than 18 days waiting for proof of payment and also money from Discovery Insure as a third Party Claim. Always when i ask the person who assist me she is becoming very rude and saying they is nothing they can do. My Claim number is *** . And the Name of the person whose helping me is Presha Kassen. So now when i ask her the way forward she just hang up. So please Hellopeter help me. And they told me that the Money will be in the Account withing 15 working days and that 15 days pass. So i dont know what i must do now