Unprofessional consultant/ unresolved query

My car was involved in an accident and the third party insured me that they will pay for the damages, a year later they declined the claim, so I logged a claim with discovery, after weeks of sending email, I finally got a response last week in form of a call, the lady then transferred me to the claims department. I spoke to a guy and as I was explaining to him, he sounded rude and irritated. He hung up on me and never called back, I thought let me wait a few days maybe they will call and till today, nothing. When I call I get transferred from department to another. I chose discovery because I knew I was safe with them because of their reputation. This is dissapointing!