Third party claim

I made a third party claim( ***) with discovery insure on the 26th February 2025. My claim was allocated to a Liability advisor by the name Nonkululeko. I then sent all the requested documents and images on the 10th of March. Since then, I never heard anything from them. She (Nonkululeko) doesn’t answer calls or when I call their legal department, they always say she will return my calls. No response to follow up emails. I was told by Adele( claim executive) that the turnaround is 10 business days. I think they prioritise their direct clients, how about us who are in this situation because of their clients?