Unresolved claim 7 weeks old

I launched a review a week ago, and Rhulanie Baloyi (Executive Relationship Manager) responded to my review. Thank you for that. He promised to follow up and manage my complaint. I did send him all the information he needed to follow up on the complaint and he promised to communicate to me about the matter. I followed up with him but did not receive any comments or feedback from him. My emails were ignored, and at this moment, 7 weeks after the claim was launched, I'm totally in the dark, and you can't speak to anybody to help. Apparently, management had to make a decision, and the claim has been with management for 3 weeks with no feedback from them. Discovery Insure claims that the average time to solve a claim is 48 hours. Mine is now almost 48 days. Anybody..... Please help. Don't know what to do????????