shocking service from discovery insure

I have just switched to Discovery insure about 3 months ago and now I have had the worst experience dealing with a simple cellphone screen repair claim. I wish I can go back to my old insurer. Firstly one is unable to get hold of any claim consultants on the phone, I have literally been on hold for 30 minutes with no help. I dropped the cellphone to their service provider over a week ago and I still haven't been contacted to fetch it yet, no communication as to when I can expect the device back.