Lack of communication

I recently submitted a claim for my phone which is insured with discovery. I sent my entire story to the claims agent who did not even respond to my e-mail neither did she call me. I sent an e-mail to the e-mail address on the website. My claim was for my phone. A gentlemen picked up the phone and returned it to us without a proper report of whats wrong with the phone or the work done on it. He just said the phone was previously worked on and there was *****s missing. I did explain this was a new phone and we had no knowledge of this. Its now a month later the phone was working again but now the speaker doesn't work and the sim reader has stopped working and I am stuck without a phone. What sort of repair agents do you use?