Terrible service and communication channels

I have a geyser claim. I phoned discovery insurance, and hung on the line for about an hour for help, no luck. I tried their online form, but realised it's only set up for my normal insurance and not my commercial insurance. So I emailed them, this was on the 17th Jan, there was up and down correspondence about my policy number, which they changed without informing me. On 18 Jan Discovery insure the policy number was located but still no correspondence on what is actually happening with my claim. It would be great if I know who I'm talking to on the emails as well. It's been now 3 days, my experience with Discovery has been terrible. Other insurance companies have people come out same day. I feel like I have to fight and claw to get any type of service out of them. I'm disappointed to say the least.