PATHETIC DISCOVERY INSURE SERVICE!!

If there is awards for pathetic insurance companies Discovery should definitely receive one. My mother and myself have been trying to claim for our oven and cooking hood that gave in almost 3 months ago which was supposed to be covered with the household content insurance policy we took out with them. Unfortunately out claim was rejected within SECONDS literal seconds because it formed part of building contents seeing that this oven is build into a cupboard. Firstly, this was never mentioned as we were reassured all household contents were covered in this policy and there was absolutely no distinction made between household contents and household contents built-in. The first agent Richard who rejected our claim told us we could dispute it by writing a letter and that was the turnaround time is 30 days. We did so and 30 days passed and still no contact from Discovery. We then had to phone again and everytime we asked to speak to a manager or supervisor we were placed on hold till the call is cut. Just like that. Nobody also bothers to phone back to check if we were sorted. We've also spoken to another agent Patience to follow up about the dispute and once again placed on hold till the call cuts. Again this morning the same thing with agent Kaylene/Kayleigh when asked to speak to a supervisor they put you on hold and you never get to speak to anyone incharge of this specific policy department, it's literally the same thing every flippen time. We also requested the recording of the call that took place the day we signed up for this policy because "all calls are recorded for quality purposes" so that it can be noted that the sales person never mentioned this clause in household contents policy. This is ****ty service! The only time insurance companies respond quick is when you miss a payment but when it's time to claim its a damn lengthy process of unanswered calls and being placed on hold! We pay so much every month and we've been with them for longer than 2 years and this is the first time we claimed and within seconds our claim gets rejected? Utter bull**** (excuse my French) but there is no other way to put it. We can just aswell save our own damn money and replace items whenever they break instead of having such *** insurance that just takes your money every month !!!!