Shocking service when making a claim. Left in limbo with no communication

I have been trying for a week to get feedback on a claim. I was told to contact the assessor and have been phoning his number since Tuesday last week. He sent messages promising that he would phone back but hasn't done so. He has also not responded to my email. Likewise the call centre promised to get back to me but hasn't. Discovery Insure has been happy to take my premiums over the years but the first time I make a claim I get no service. It has been left to me to waste a great deal of time waiting in long phone queues to your call centre begging for service to no avail. The lack of communication is appalling and shows a total disdain towards customers.