Discovery Insure - Payout Challenge, Disgraceful service

Following armed housebreaking in which a number of valuable items were taken from our house, I proceeded to log a claim with Discovery.

While everything was handled professionally at first with expedient service, my trouble started when the claim was to be paid out. Without clear communication from the representative on how the claim would be paid out I was given a Takealot voucher for the bulk of the claimed value in order to purchase items from Takealot.

I immediately contacted discovery insure in order to confirm what the total amount was which was that would be reimbursed, as well as to why I was receiving a Takealot voucher without being consulted on which supplier I would like to use or if I preferred a cash payout. Following a number of phone conversations and e-mails that went unanswered, I was finally told by a representative that a cash payout could be requested but would need to be approved at a higher level (Also the first time it became clear on what the payout would be).

I responded that I would prefer this as due to the claim taking time to settle and some of the items being returned urgently in order to conduct our business (a laptop for example) I already replaced them and would like the cash payment.

Following this, I proceeded to write a whole string of e-mails (Without any response) on the required procedure to have a cash payout authorized and cancel the takealot voucher. No response was received even after threatening further actions. In addition, it seems that Discovery is actively avoiding calls from my number as in the beginning I always received a rather prompt response and now I sit on the line without any answer after more than 20 minutes. I now have no way of approaching them to have this resolved and it seems to be a bullying tactic to have me accept the Takealot voucher (Whom Disvoery has a very lucrative business relationship with, highly convenient).

This to me is disgraceful and completely unprofessional from Discovery and their representatives and at this time a cannot at all recommend their insurance product.