Irritated consultant

I send a claim to Discovery last week in regards for a blocked drain. I got a ref number back but no further response. So I called today and asked the consultant what is happening as they need to pay back my money for the plumber. The consultant was extremely irritated and he told me I can't claim for a block drain. I told him that I did phone and Discovery told to get n local plumber and pay them as the nearest plumber is 200 km away. So he did not even confirm properly if they got my claim and that they going to refund me. I did not expect to be treated in such irritated manner. I just ended the call with no answer. I never had a problem with previous insurance. I had to leave the because its was to costly. So I really regreted moving my property