Kaak service from Discovery Insure

I had an incident on 27 May. Called my insurance for roadside assistance and also inquired with the consultant who arranged towing services if the incident would be covered. She confirmed that insurance doesn't cover the incident. So I asked her how to obtain the letter confirming that. She advised that I contact the servicing dept. I needed the letter to claim from the municipality. So I sent an email to customer care whilst waiting for my car to be fixed then paid out of pocket. On Friday May 29th I contacted the servicing dept as advised and my call was redirected to the claims dept and back to a team leader in servicing. The line with the team leader was bad and he asked if he could call me back but to this day hasn't. I then lodged a claim even though I knew the incident wasn't covered. Thinking that might assist in getting the letter I require from Discovery. Instead, I get an a withdrawal of claim letter from Slindile Mkhwa**** and find out my claim was closed. I wrote back to Slindile and got no response. So I decided to complain on Hellopeter because it seems to be the only way to get paid for service without being treated like a ping pong ball. Although Discovery contacted me, I'm still waiting for my request to be fulfilled. This is exhausting to say the least...I've never defaulted on premiums yet I struggle to have a simple letter drawn for me, as if we're living in the Ice Age. Mxm