Discovery insures pathetic service when claiming

On the 02/04/2022 I have submitted a claim to discovery insure. On the 04/04/2022 i received an email from Siyamazi Mbozana claims agent advising me to take my device for an assessment.I emailed and requested that he contacts me as there were no repair centres in the durban south area. He did not contact me. I contacted my broker and he got Siyamazi Mbozana to contact me. Siyamazi Mbozana was going to get the his assessors to pick up device. I did not hear from them so on the 11/04/2022 i drove to the Westville pavillion to get a repair quote done. 12/04/2022 the quote was sent thru. 13/04/2022 an email was sent by my broker requesting them to act asap as device is important to me. 14/04/2022 i had still not heard anything. I contacted my broker to escalate the matter and requested that his manager Gail Marshall contact me. I had received no feedback from Gail Marshall. 15.04 i recieved an email from Siyamazi Mbozana advising me that the claim in closed. 19.04 i got a hold of Gail Marshall she advises me that she isn't aware of my situation also sounded very confused when i mentioned my brokers name yet he has sent her an email on the 14/04. My question to discovery and Gail Marshall is my family going to the same service and run around from discovery when i die? Discovery has proven to me that they cant handle the claims process smoothly. Could they reimburse me for every life and short term premium paid by me??