Discovery Insure

My current experience with Discovery has been shocking. I have submitted a dispute on my claim and I have not received any feedback. As per the website this should have been acknowledged in 24 hours but still no response. I am currently going into week 2. I have phoned the Discovery Insure line and I have not managed to get hold of anyone to give me an update. I emailed Discovery Insure and was told from Nelisiwe that she is not my "handler" and cannot assist. I asked for guidance but no response. I have asked for my report where my car was diagnosed but I have not received the report or feedback. The lack of responsive and spending hours of week on the phone trying to get feedback has been ridiculous.