Discovery Insurance poor service

I submitted my third party insurance claim on 15 December 2023 (***) and has not paid up to date. The excuse given is that the respective person was on leave until 2nd January 2024. When I called today 8th January 2024, they were not even aware that I submitted their documents. I seemed to have woken them from their deep. I find this explanation unacceptable and fit to be characterised as unacceptable poor service My emails are blocked from reaching Nolan Nair, head of legal inbox.