Pathetic service

I havent been too happy with the service I am receiving from your non motor claims department. I put in a claim for my lost phone and was told it would be paid as a open card that I could use anywhere I want. The stores I have tried using it this *** does not work. I have asked m consultant to assist me which she has followed up and no feedback from Kim who is in charge of that department. I have also sent emails and all have been ignored. The consultant who assisted me gave me false information by telling me I could use at any outlet of my choice only to be told after receiving the damn card I have a list if retailers I need to adhere to. I need this resolved asap please. 7 years being a client of yours is no joke. Right now Discovery quoted me 300 less what I am payin but I am still with you.