Poor customer service

Please assist with Discovery Insurance. Over a month ago, I lodged a call for a claim. 3 weeks, I disputed the excess on the claim, they promised me that they would go and listen to the recordings from when I signed up. 2 weeks ago, I phoned and they had not yet retrieved the recording, last week, I followed up and was told that they forgot to log a call and would retrieve the recording. Today, I called as a follow up and the consultant has asked me to phone the broker who signed me up and get the recording. I feel that Discovery is playing games and being unprofessional. Why are they sending me from pillar to post?