Discovery Travel insure with strange procedures

Contacted discovery travel insure via email for a claim on a bag that got damaged by the airline on returning home. Just needed a claim form and requested such, as it was immediately reported to airline on arrival, but have to answer different emails to discovery , from what type of card, to was the bag in custody to who knows what next before a claim form is even sent. I wonder further how the claim will be handled if it's this difficult to just send a claim form to me via email. It would just make sense to send a claim form and request any further information they may need as they already aware of the bag being damaged in flight They seem to have decided already what action to take without a claim form completed? Will still await their claim form via email but Seems quite prejudice with Strange procedures!