Unacceptable service on a claim

We're still not sorted. I'm struggling to get through to the agent who was appointed. Lesego never replies on my emails. The 1st service provider advised me this morning that they won't be able to supply and fit a wooden window frame. then i contacted the Discovery call centre and Stan appointed another assessor. I called them now and they said they're fully booked and have declined the request. Can someone please call me to discuss through all this. We need the new window fitted. Please appoint another service provider. Discovery expect us to pay premiums but take forever to sort out a claim!