Poor service by Discovery INsure

I had lightning damage on my laptop on 26 April. Lodged a claim on 28 April after public holiday. I received an email from the claim’s administrator asking for a picture of the serial and model number on 28 April. I send it again even though it was also included in my original claim. The assessor came on 30 April, also took photos of the serial and model number. Since then, NOTHING!!! When I call the call centre, all I get is that they are working on it. I sent an email to the claim's administrator again on 6 May (more than a week later!). Again I was asked for the serial and model number as if the info has never been given to them. The fact that I'm working from home and that I need my computer for my livelihood does not seem to make any difference! Really! Do they need a week to make a decision?? I am desperate!