Unprofessional service

I have been a customer with discovery for +/- 15 years now. I had never log a claim on my house. In June 2022 I log a claim when the rain water was starting to run down my walls. My claim was rejected. In June of 2023 after all the rain in the western cape I log a new claim. After some weeks it was rejected again. I have / had all my things at discovery. House insurance/ medical / gap / policy / banking / life insurance ens. Not even my broker reply on my mgs or pick up my calls. I think this is very unprofessional from discovery to handling a case.