Bad claim service

Just received a phone call from Discovery in regards to a claim that has been pending since November 2021. Why is it that people always want everything but are never willing to go the extra mile, The lady assisting my was hold up on a technical point on discovery side and when I asked the question if she be willing to go the extra mile to assist me she just hanged up the phone. Paying R10 000 a month and not getting nearly the service. Just a shame I never got her name otherwise I could have taking this up with discovery