Discovery Insure Claims Disaster.

My Apple iMac 1TB 32gb Ram was damaged. 2 weeks ago a damage report was sent to Discovery insure. They then sent their own service provider to the technician that did the damage report to confirm the report. All was good. Since then, Discovery insure have been nothing but a complete shambles. The customer service to get this resolved has been atrocious. They 1st obtained the details of the wrong machine. I've spent the best part of the week trying to conclude this with discovery and get a replacement machine but the staff at the call centre have been completely ***********. Yesterday I spent the day on the phone. Cut off 3 times, people promising to call back and no return calls. I've subsequently spent lots of lost time trying to sort this issue out. I've now been 2 weeks without a computer. Loss of productivity, time spent trying to resolve the issue and getting nowhere with Discovery staff. The second issue is that the spec of my computer is not currently made anymore. They want to downgrade my spec with a replacement. Surely an agreement needs to be made on something that will conform to my original spec. I pay high premiums for my insurance. Downgrading is not the solution. I'm trying to compromise with Discovery insure but I am not getting anywhere!!! Please, before thinking of going with discovery insure, please do your homework.