CLAIM IGNORED

I filed a complaint over a broken windscreen with Discovery on their app almost a month ago. I was even asked to attach pictures, which I did and was told someone from Discovery would contact me. Three weeks later, I've not received a single call from Discovery, it seems they've just ignored my claim. I pay this insurance company every month, not once have I skipped payment. My premium has gone up by around R400 from the time I took the cover almost three years ago and yet I'm not getting the service I'm paying for.