No response or feedback again on claim

After receiving my vehicle back from the panel beater, we discovered damage inside the vehicle which was not previously. We determined that it was not the panel beater and could possibly be the tow assist company. We are again experiencing the same poor service from the claims agents whereby they do not respond to emails - WHAT IS THE POINT OF THEM PROVIDING THEIR EMAIL ADDRESSES IF THEY DO NOT EVER RESPOND TO EMAILS. I need to know if they have investigated further and what are the next steps. I am truly regretting moving to Discovery Insure as this entire claims process has been painful