Discovering a lack of communication

Had a burst geyser. The company they got do the job fixed the geyser, but made a hole in my ceiling to geyser. They set it was reported to Discovery and they will deal with it. Any communications to Discovery got ignored and I had to log a new claim before someone contacted me. I now have more excess to pay and no one really phoned me emails just get ignored. I am paying excess left and right and i have to pay for everything insurance should be covering.