No feedback or status update on claim submitted 2 weeks ago

I submitted a claim on 28 December 2019, following a house burglary. It's been two weeks since the claim was submitted, and I am yet to receive feedback on the status of my claim. The claim was registered on the app (I received a confirmation SMS), but there's been no update since then. I have called the call centre numerous times, but have not managed to speak to my assigned claim consultant (Cheslyn Hayman). I've emailed Cheslyn, and I am yet to receive a response. I find it unacceptable that I have to chase on this. I'm very disappointed with the service I'm receiving from Discovery Insure as I've been a loyal client for years.