Not Effective Service

I had a horrific car accident and I was admitted into trauma ICU for 2 days but I was very furtunate to escape with minor injuries, I logged a claim with Discovery on the 11th of August 2020 on the app as my line kept on dropping on the ***number. I only managed to get through once and my call cut and the lady didn't call me back as she was telling me that the system was slow. On the 12th August I followed up for progress using their email address and got the following response "Thank you for your email. Your query will be handled by one of our dedicated agents.

Your reference number is: ***". Today is the 14th August 2020 and I haven't received any communication or feedback regarding the claim. I need is for someone to be assigned to the case and assist me so that I can get this ordeal behind me.