Discovery Insure poor service levels

Really pathetic service!!! I have put through a claim with Discovery Insure for an Apple Watch that I got through Discovery Vitality three years ago. A year ago my contract for the watch was upgraded with Discovery but I still had the old Watch insured and paying a premium for the sum that it was originally insured for. The old watch broke so I put through a claim from Discovery who wants to replace the watch with an iStore voucher that I do not need because the replacement was already done. I've emailed and called numerous time but nobody can help my situation and I keep getting told that the person handling my claim will call me back (4 days gone and no response from her) and then I get told that the supervisor will call me back which I still have not heard from.