Unacceptable Service

Claim no *** was logged on the 27th of Feb to date no response or feedback from Discovery Insure. I had to call and follow up on this claim even though it is noted as a fast track claim. I have accidental loss on my policy but I am told that my claim for my food items has been rejected after my follow up to find out when payment will be made, I was told earlier today that my claim has been authorised for R5000, but now on my second follow up after receiving no feedback from Discovery, I am told it is rejected. I have explained that I am not aware how the food got spolit but I assume that when my helper was cleaning she might have switched the freezer off and never plugged it immediately on, she however denies this, when I tried to consume the food that is when we realised that it has gone off, please note that it still shows as frozen meaning that somewhere along the line something went wrong, I am not sure if the freezer was unplugged and switched on again at a later stage. Discovery however refuses to communicate or acknowledge my claim even though payment is made monthly to my policy! it seems like if you have no broker assigned to your policy, you are not taken seriously and your claims just gets rejected!!!!