LEFT IN THE DARK BY DISCOVERY INSURE

I am an attorney, trying to obtain an Insurance Certificate from Discovery, confirming that a certain sectional title complex is insured with them, as is alleged by the Managing Agent of the complex. It is standard procedure, and the banks will not agree for a mortgage bond to be registered over a sectional title unit, until they have the Insurance Certificate, which confirms that a particular unit and the sectional complex is insured for replacement value. The process to obtain the insurance certificate takes no longer than about 3 or 4 days. Apparently not so this time. For the past two weeks we had no reply, or assistance or explanation from DISCOVERY for the non-compliance on our request. Even so when we have lodged a complaint, and have escalated the complaint. After the complaint we received an email saying that an agent will contact us urgently. We have now been provided with the third agent, and still dead silent, no response, no explanation, no communication. Please DISCOVERY, just issue the certificate OR tell us why you are unable to issue it. Then everybody knows what to do next.