Disgusting claims experience

I'm so disgusted about the level of service I have received or should I say the lack thereof. I logged a claim for my lost cellphone on the 30th May 2019 and to this day i still haven't gotten any help. At first I spoke to Jessica Ndlovu who assisted with registering the claim I told her my phone would cut off as i was running low on airtime, she said she would call back which never happened, I then called back on 31st May and was then told Donovan Chetty a Desktop assesor was handling my claim. I called him and there was no answer. I then called him again on 03rd June, he advised he would call me back to ask some questions, he did call me back and also requested a bank statement to show the withdrawal of funds on the day I bought the phone which I did send to him, and received no acknowledgement to say my mail was received. I called him again on 05th June where he continued to ask me the same questions as on the 3rd and requested proof of ownership which i attached on the online vault as this is always advised for the benefit of zero excess and to make the claim's process seamless, he refuted this and said the proof attached could belong to anyone, I then advised him of a claims consultant who advised ITC blacklisting is also used as proof of ownership and that it was on a recorded line. I emailed him again on the same day and i still received no acknowledgement email nor an update regarding the status of my claim. As a former Discovery Insure employee and with the knowledge of how Discovery prides itself with living up to it's 8 core values i find this disturbing and utterly disgusting that my claim is totally just being ignored. I always speak highly of Discovery Insure amongst friends and family but when such happens to me its embarrassing for them to ask me where's your Discovery Insure now. I'm using my wife's phone since registering the claim to ensure Discovery can reach me when they wish to but nothing's happening, if my wife had to have an emergency or be in an accident i wouldn't know as there's no way to reach her, an inconvenience that has a direct impact on my family's lives. I have paid my premiums and fully cooperated with the claims process but in the end I'm still nowhere. Discovery Insure also prides itself with a Fastracked claims process for windscreen,geyser and cellphones but judging from my experience i'm ashamed that most of my friends switched to Insure because of me. I'm disgusted and dissapointed.