Poor Service from Discovery Insure Claims Department

I logged claim with discovery insure on 27 November, the Claims consultant Palesa Kekana emailed to say that an asSessor was assigned on 29 November. Since then she failed to communicate with us regarding the claim. she also did not respond to numerous emails sent to her. I even called the call centre twice, and on the first occasion I asked the consultant to contact the service provider, on speaking to them I found out that they had incorrectly put a note on my claim to say that it was already assessed, had the discovery claims consultant did her job she would have found this out, yet she didnt. between myself and my broker company we have contacted Disovery insure regarding this claim today I was contacted by a company called Thesl to say that Discovery has authorised my claim for a takealot voucher. Palesa did not contact us once regarding finalising the claim, when I refused the voucher, Palesa contacted me because I had complained to Discovery insure via Messenger. She told me that she finalised the claim directly with my broker as she couldn't get hold of my husband(my husband or myself never received a single call from Palesa) , I asked for proof of that call and she wasn't able to provide me with proof, neither did she communicate to my husband via email or sms that she had tried contacting him regarding finalising the claim. It took Discovery insure 25 days to finalise a claim for a portable device. this is unacceptable. It seems that Discovery insure Customer relations needs some attention, or discovery insure needs to get more staff to handle claims,as it seems that the claims consultant had too much on her plate to take time to even respond to customers emails.