No care for clients safety

If there were negative stars here I would have chosen that. I submitted a claim on 22/06/21 and it was logged on 23/06/21. I received an email saying that a claims consultant will call me and I got no call until I called them on 26/06/21. The consultant informed me that she was not at work and only returned on the 26th... I sent through everything again because according to her nothing came through. I got a call from build rite to set an appointment for them to come through they came through and today I get told that it's been declined due to wear and tear. Firstly it going to look like wear and tear because my house has been broken into and second if my door didn't lock due to wear and tear I would have gotten it fixed a long time ago not wait for someone to break into my house to claim for a broken door, door frame and gate. My husband had to hit back the locking mechanism for us to actually close the door on the day of the break in. We are having sleepless nights because of the broken door. My advisor didn't accept the decline and asked for it to be put through to management... I tried calling twice, first there were no team leaders in the office and the second time they cut my call. Noone calls back or anything I'm going into another weekend with a broken door that doesn't lock. Where is the concern for your clients safety. Why must I continuously be calling discovery to speak to them. Do you guy think I get airtime for free. As for things that were taken from my house. I'm getting asked for proof of ownership. Those items were purchased years before we even took the household insurance. I don't have receipts for it some were of sentimental value that was bought for me by my parents for achieving certain milestones in my life. And my aunt for birthdays. An aunt that is deceased now. A watch that was bought with my first salary, watches that my husband had that was bought by his deceased father. If this was the case we would have never taken insurance if we have to pay for things due to no negligence of our own. I had missed an exam due to a broken pc that occurred during the break in. If you want proof of that I shall provide you with the email that I sent to my campus and my student number. We were previously insured with standard bank for structural insurance and moved over to discovery. We've claimed thrice with standard bank and we were sorted out withing a maximum of 3days. I absolutely regret taking our business to discovery. I plan on moving back to them if this isn't resolved asap. This isn't the first time with discovery either.