Why does Discovery believe they can Lie and Give Bad Customer Service.

Geyser Burst, told to call and follow up on claim authorisation. Did so the following day, granted it was Woman's Day, but unless you had an emergency there was nobody able to assist with anything. Wednesday morning bright and early 8am to be exact emails sent to claims manager Tokozani, email return telling me that authorisation was sent to the plumbers to replace, only to be told by plumbers that they have to date not received anything from Discovery. Eventually @ 14h48 authorisation is granted, however by now no work is able to be done, and I am left for a third evening without any geyser. I can accept everything but blatant lies and BAD customer service will never do...