Too long claim process

t’s been a few days and we haven’t heard any feedback from Discovery. The appointed assessor advised that Discovery Insure must appoint a builder to come out to assess because the window frame is broken and they don’t provide that service. Why did Discovery insure appoint them in the first place? We advised in our initial call when we logged the claim that the window frame and glass is broken. The assessor was provided with photos upon their request and advised that they sent it to Discovery to appoint someone else. So why are you doing nothing about it? We need this sorted as soon as possible because it’s very inconvenient for us as we cannot leave the premises with a window that’s broken.