Poor customer experience !!!

I am going into my second week off lodging a claim with Discovery. I am not having a good customer experience at all. I do not know why they assign Claim Specialists who are always not available and do not have the capacity to respond to emails or provide status updates. My claim has not progressed since it was lodged on the 30th of December 2022. My car was towed to Mercedes Benz in PMB and they sent through pictures and the report to discovery, however, none of these details have been processed and I have been battling to get an update or feedback from anyone. I am really disappointed in the service as I moved my insurance recently to Discovery, and right now I am left with regret for changing policies as I did not have such delays and lack of communication from my previous insurer.