Discovery Insure - Claim Issues

I'm really unhappy with the lack of communication from your consultants, you really need to train your staff better, they seem to do what they please and not what the customer actually requested, as a business you are letting your staff give you a really bad name, I clipped another cars fender, having known it is my fault, it was an unintentional mistake and an accident, I asked the other party to send me their details, I contacted your call center spoke to a consultant who took all my details and all the information from the other party to assist with a 3rd party claim, being comprehensively insure with 3rd part cover this should not be a problem, yet my claim was closed and the wording is that I, Quintin Rudman the Client chose to withdraw my claim, oh no you don't, I never requested nor communicated that, so your staff just chose to speak on my behalf, how in the hell does that work? Now I'm being by ignored by your staff, your lack of professionalism is unacceptable and I will not hesitate taking this up with the Ombudsman should you continue to ignore my calls and emails.