Discovery insure poor customer service

Worst experience I have ever recieved! My claims administrator Mosa Philips has only responded to one email that her manager was copied into. During my claim process I have sent more than 10 emails specifically asking her to call me back and that never happened. I tried contacting her manager Natasja via email which never even bothered calling me back nor responding to my emails. My claim settlement form was signed and returned the very same say it was sent to me, I was advised that my claim will be finalised and paid within 72 hours, a week went by and nothing. I called in and I could never get a hold of the claims administrator that dealt with my claim, what is the use of a ****** claims administrator who you can never get into contact with? I was advised the claim was not processed because her email address was not working! Why the hell wasnt the client informed about this? Why was the client not assigned someone else to compete this claim due to "an email address not being functional" to be totally honest, it felt as if me as a client had to beg for my claim to be settled. An absolutely horrible experience, actually thinking of changing my insurance company after this incompetence.