LACK OF SERVICE FROM DISCOVERY

I'm highly frustrated, irritated, annoyed & just plain down tired of trying to get my claim feedback. This started on 01/12, it is 07/12 & still no progress. This like everything else currently in SA we pay but do not receive. I am paying loyal paying customer, but the service that I am receiving is ... well there is none. We logged a claim for a blocked drain on the emergency assist. A plumbing service was dispatched to my house, the plumbers noted on their invoice that they cleared the blockage with a plunger, first of all this is not on. If I wanted to use a plunger I would have used my home one. Secondly I cannot fathom how Discovery would procure the services of a provider that do service like this. I wasted my emergency assist on this. Also noted on the invoice that there is no IE for them to access, but Monday an assessor was sent to my house to inspect & confirmed that there is. Which again confirms that this service provider are not equip to handle what they are being procured for. My daughter was present when these plumbers were at my house and recorded the entire conversation, thankfully so I know what was discussed & not done. They should not be paid for this call-out as they did not complete the task. Friday when I got home around 3pm I checked and my toilet is still blocked. Saturday morning I called emergency assist again, I was told that a claim would need to be raised & that I would need to pay R 1250, which I was not happy with but gave in & said I will do whatever as long as this is sorted. Different plumbers were sent out & said that it was the drain that had sunk & that they would require go-ahead from Discovery to do a job like this. After being on the phone to 3 agents at Discovery, the plumbers were told to not carry out this service & that Monday they will contact me to raise a claim & have service providers sent out to come & assess & fix the issue. On Monday afternoon around 2pm I sent an e-mail to follow up what the status was as I'd not heard anything. Not long after I sent the e-mail, I was called to inform that they would be sending an assessor to come & see what the problem is. The gentleman came out, made some observations including the fact that we do have an IE for that drain, contradictory to what the plumbers said on Friday. It is not Wednesday, after several calls & e-mails I've still not had any usable feedback. Please explain to me how we are supposed to exclude using a toilet... I was told earlier that Discovery are expecting a report from the assessor shortly & will revert back asap to confirm if they will pay for the claim. So this what i've received thus far. I have checked my policy, & according to the documentation this kind of issue is covered by them. So let's how long they will take to get back to me & what the excuse will be for not covering my claim. I am sick & tired or calling, holding on the phone & sending e-mails to not avail. If this is not sorted I will take this to the consumber board/Ombudsman. Gatvol of getting no service. Why have insurance if they just don't cover anything.