Poor service from Discovery Insure regarding a Motor Vehicle claim

Discovery used to be really good with Customer Service, response to claims and overall assistance with any Insurance issues. As of recently, the service has been pathetic. I made a claim for a Motor Vehicle accident and it has been more than 2 weeks now and still not finalised. I am seriously considering switching Insurance after this claim. Assessments take too long, feedback is not forthcoming, claim consultants do not get back to you in a timely fashion and calls get dropped when you call in. The whole process has been a really poor experience. I myself, am in a Customer Service role and can help Discovery improve their customer service.