Discovery Third Party - Non existant

I submitted a third-party claim in the first week of October 2022. I was requested to submit certain documents which I did in the same week. On the 25th of October, I received an email confirming receipt of my documents and that an advisor has been allocated and that he will make contact with me. Two weeks later and still no contact, I decided to email the advisor as well as the service center to find out what the next step was. No response. Since then and up until now, 23 January 2023, I have had no response via email or telephonically. I have been trying to get hold of them twice a week, every week via email and phone since the 25th of October 2022. I hold on the line for over 30 mins and then the call is cut. Every time. For a massive company such as Discovery I would expect a much better service. They are failing to protect their client against any third parties as I will now harass their client who drove into me to pay for the expenses of fixing my vehicle.