Claim on Home Insurance, waiting 1 month for resolution Khensani Maluleke @ Discovery

I am writing on behalf of my parents who have been having endless problems with having ONE claim RESOLVED since middle December 2017 for a house breaking. Claim Number: ********** handled currently by Khensani Maluleke @ Discovery. They were told that the claim has been placed on hold due to incorrect dates provided which pertains to a house breaking that took place 6 years ago, when they were still with Hollard insurance (should never have moved from them) and which was resolved and claim paid out. Our argument is what does a claim/incident that took place 6 years ago, have any bearing with a current claim with a different insurance company, requesting for proof of dates, times, certificates etc to be provided before the claim can be processed/declined. This has been lagging for so long with no proper resolution. My parents where victims however they are being treated as perpetrators, quite ridiculous and nerve wrecking. Other insurers on the market would have processed the claim by now and yet discovery is still asking for irrelevant documentation. Having paid insurance premiums for such a long time now only to put through a claim and having Discovery play delaying tactics. Discovery representatives handle claims as amateurs. I say if you cannot deliver on insurance when you need them the most "when you claim" then rather not make empty promises just for good adverti*****t. This affects ones’ trust in an insurance provider. Sad, sad to say the least. What is the timeframe of having this issue resolved and what will be the outcome DECLINED?? I wouldn’t be surprised. Let’s hope it doesn’t lead to such! Discovery stop asking for irrelevant information not everybody remembers dates, times etc of incidents or when they bought home appliances, jewelry etc. My parents are the victims not the perpetrators keep that in mind.