customer service is so terrible.

I've made a third party accident claim on the 01 August and I have yet to get feedback. I've been having the worst customer experience! I'v made a claim the 01 August and sent through my docs and my assigned agent doesn't get back to me even after I follow up on email. I call in and it's advised my documents weren't received because my email was blocked? so it wasn't received? but then how did you get my claim in the first place if my email is blocked? I was not happy at this point because there was a lack of communication! I need to call in to know what's happening because I get no email response whatsoever. i literally have to use my lunchtime to call for an update, and that's besides the airtime. like today while i was on the phone, my artime ran out(no call back and the queue is long)it's a massive inconvenience. your client knocked me and I have to chase? that's not right. it's September and the wait is really crazy. I gave all required documents so I don't know what's the hold up. I was told last week Monday over the phone that I would get feedback from the accessors the next day. and of course, nothing... I tried calling in to follow-up but no answer nor call back.(i emailed too but no response). I call in again today and they told me that the accessors still didn't get back. So why couldn't I have been told this to avoid me calling in? I'm a very patient person and I never complain but this has been horrible. I don't trust Discovery. I honestly think this experience has changed my whole view on Discovery.