Discovery 3rd party claim Lack of service

We submitted a 3rd party claim, we have requested feedback on numerous occasions. We further requested the complaints escalation process and to date there has been no feedback. All we want is feedback. We have also requested their claims turn round time and to date no feedback. In terms of the PPR and TCF principles , Discovery is failing. All we need is to know what is being done and how long will the process take. We are not the liable ones your client is and therefore you are but your service or lack thereof speaks volumes.