No communication and bad service.

I logged a claim on the website on Sunday for our washing machine that was accidentally damaged. It is now Wednesday, after not receiving any response from Discovery Insure, I asked my wife to follow up for me. We were only informed after we had to ask about the claim, that a detailed damage report is required. When asked where we may get this report, it was said to get it from the manufacturer. My wife phoned the call centre this afternoon and was also told that there is no one in our area they can send out to come and look at the washing machine to assess the damage, we must call LG ourselves and arrange for them to come out to do the assessment. I only received an email from Bessy Manaka this afternoon after my wife had contacted her. I'm not satisfied with the service I'm receiving or should I rather say, not receiving.