Discovery insure- why insure if you fail to deliver poor Crm

Due to an unforeseen incident not even due to me I needed the emergency services of Discovery insure- some o& 5he call agents were good but ********- they agreed to certain emergency services but when it came 5o pay out hid behind 5e clauses that the emergency services are limited to X amount- surely yo7know the amount before authorizing it- during th3 whole claiming process they kept me stringing along with no concern for my families safety and security- eventually hiding behind legalese to settle the claim and skirt their obligations of overseeing th3 repairs anD project-