Terrible communication from Discovery Insure

We have been with Discovery insure for many years and have enjoyed the product and fuel spend cash back. We had one or 2 small bumps and at the time found their consultants friendly and helpfull. On the 7th of Feb i had bad water damage to a vehicle and submitted the claim. Since then we are trying to get the claim to move along but get no communication unless we call. Our mails remain unanswered for days. We are finding this process extremely frustrating and we are considering moving all our products away from Discovery.