VEry bad service from Discovery insure

I am very displeased with Discovery. THis is the second time I am putting in a claim with them and this is the second time that I have to fight for it. I am seriously thinking of taking my R147000.00 of business elsewhere. I have been waiting for more than a week for them to approve around R15000.00 worth of pothole damage on my car. I submitted a claim on the On the 11th of December. I called them to ask them to escalate the call on the 18th of December and was told a manager would call me back. I still have not heard from them. I really feel that they are not really interested in me as a client. VERY DISAPPOINTING. I am a diamond member and have been doing business with discovery since 2001.