Bells and whistles without peas and clappers

I wish I never embarked on the journey of securing a home loan through Discovery Bank. Although the product has been on the market for some time, my experience is that it is again a case of Discovery building a car whilst driving it already. Of course, to secure a loan from a FI any bank would need surety. So, I wish to cede a life policy held with Discovery Life for this purpose - what can go wrong? 1. On request, one receives a 27 page cession document from Discovery Life in a one size must fit all format with the instruction to complete only those (unmarked) sections dealing with a collateral cession. Not too much of a problem for someone with basic reading skills. But then comes the issue ... 2. This copiously elaborate document has one specific section (5.3) designated for 'if the cessionary is a financial institution' - typically the case with a home loan. Now, the 'bank of the future' seems not to be able to provide me with ANYONE capable of understanding and/or completing that section. During a phone call with a 'banker' I had to explain the basics of 1) what a cession is, 2) what Discovery Life is requiring from Discovery Bank in this regard, and 3) that had I not gone the 'bank of the future' route, I would have walked in and out of any local branch of Nedbank with all information supp****, signed and stamped. Instead, there is complete silence from both Discovery Life and Discovery Bank on the matter and I am left in the dark as to whether this bank of the future has any idea how to address an issue raised by another part of the same company. No wonder clients often feel super confused. As it turns out, even people in different sections of the company seemingly have no idea what others do and expect of them to do. Can this matter please be resolved by someone from Discovery Life or Discovery Bank (or AI if needs be)!