Even with the best Intentions, this was horrible

I have a personal belief that Discovery is one of the best insurers out there. But dealing with my claim has truly been the worst experience of my entire life. On the 31st of January 2022, I had an incident regarding my home and content items. I logged the claim and understood that turnaround times can vary from 2-3 days. After a week of nothing happening, I then call the claims department to understand where we are in the claim, to understand if there is something outstanding or just in general are there discrepancies in my claim that need to be re-looked at. Eventually, I finally speak to a Desktop Assessor and this time I am confident that we are moving forward with my claim.

Week 1 ends: Nothing happens Week 2 ends: Nothing Happens Week 3 - after multiple mails and me sending and communicating as much needed supporting information as possible, a claims person calls me, reassures me that I will receive either a Makro or Takealot Voucher. But as the phone call ensues, she then says "actually it looks like there is a claims partner, they will be in contact with you". I rep****, "Alright, thank you".

Week 3 ends and I decide to call the specified claims partner because I believe in giving everyone the benefit of the doubt. The service provider then confirms that Discovery Insure communicated to them that they need to put my claim on hold.

Simply put: despite all my efforts of effective communication and transparency, Discovery Insure doubled down on their lack of efforts to try and help me.

Here are the facts: 1) I have actively been forth-coming with all information requested 2) I have maintained the highest form of professional communication as personally do not believe in raising voices or use of adversarial wording when communicating with fellow professionals 3) I have actively followed up each week to try and understand where we are in the process and was continuously reassured "We will replace your device, it has been approved" 4) My claims dashboard shows that nothing has been authourised and no one has explained to me why that is the case 5) We are now on week 4 and my claim is no where near resolution. 6) I have personally called the claims number provided and after waiting and completing all the in-call USSD requests, I get put on hold then the phone drops.

If Discovery Insure is denying my claim, then lets take active steps to try and understand WHY THAT IS HAPPENING. Hell Infact, Even if they are willing to double down, At least tell me that my claim has been denied. We are now sitting on Day 25 of the claim not being resolved. Why is any of this happening?