Discovery Insure - terrible / non existent customer service

5 emails and 6 phone calls to Discovery to sort out what should be a simple claim (I had to call and mail them, no one from Discovery bothered returning my calls) and spoke to two consultants Aurelia and Martha who promised to get the team leader / supervisor to call me back which still has not happened. Is this the kind of customer service one must now expect from Discovery? Should I just cancel my policy after this is hopefully all sorted (which at this rate might only be next week) and move to another insurer?