No feedback NO SERVICE AT ALL

I registered a personal liability claim on the 26/09 11:08 as my son broke somes TV on the 24/9 , a lady by the name of Nokuthula registered the claim on thursday the 28/09 it was sent to liabilty department and I followed up on Friday as no contact was made with either myself or TP. I was told that Robyn is handling the claim and will be in contact with us. after a long wait I decide to call her on tuesday and she told me she tried calling TP and no answer I had to conference the client on the call, she advised the tp that she will send her an email with requirements - that did not happen again as I had to call again to follow up-only to find that she sent it to an incorrect email address. more shocking is that I even spoke to a team leader Zweli who forwarded the email to both myself and TP and advised me that turn around time is 30 days. I responded attached the requirements on the email but until now no response now I am faced with a situation where I have to replace the TV as TP is without a tv for 2 full weeks. I feel very bad and disappointed as I use to work for discovery and in my days we never treated client like this - it has turned into something else I don't like BAD SERVICE BAD ATTITUDE -NO RESPONSE UNTIL NOW. I have a lot to ask management here I got such a pathetic service for a claim of less than R3000.