Very bad service from discovery

I submitted a claim for a burst pipe and decided to to the repair with my own contractors. They assessed the damage and approved the claim. The repair has been done and paid for by myself. I have been trying to get the claim paid out now for over a month. To get the assessor or claims administrator in charge of the claim to respond to emails takes over a week. Simply unacceptable. I have noticed similar decline in the level of service from Discovery Medical aid as well. I am concerned that this company may be in trouble