Outstanding claim

We had an emergency sewage related issue to which Discovery Insure responded immediately. The plumbers came out and advised there was a bigger issue. I paid for them to put a camera down the full 40 metres of piping and to flush the pipes. They submitted a report to Discovery with their findings. I heard nothing and called only to have them send out another lot of plumbers to come fix resultant damage. There was none and both parties were confused. The plumbers were then asked to submit a report, which Discovery already has, on their findings and that was only on what I told them and walking them through the lay out of the property. Up till yesterday I have not had a response. I phone again. Spoke to a lady and she asked me to hold as she wanted to speak to the handler. After 20 minutes the call was cut off. 15 minutes later I get an email to say my claim has been handed over to some-one else. We have just been hit with an over 11% premium increase. Is that to pay 2 lots of call out fees when the first would have sufficed? All we want to know is whether the claim will be honoured or not so we know how to proceed. We are not asking too much considering this claim was lodged on the 30th March 22. Come on Discovery Insure. This is not acceptable if you are going to hike peoples premiums like that.