No service from Discovery after a ******* claim

I started a claim last Wednesday after a house *******. I have been shunted from pillar to post, **** to, told to get ITC numbers for claims, I have phoned in many times to be told the gentleman, Itumeleng Letsapa will phone me back . I am still waiting for his call. I emailed him this morning asking him to please update me and still no email. After I finally get hold of him he tells me the case has now been moved to someone else, this after the case was moved on Saturday from Martha to him. I am truly frustrated as they do not seem to be getting to the claim but rather shunting it around. I would like to get answers and need someone at Discovery to please assist with this claim.