Bad service - Not responding to 5 email requests

Every year when I go into a self payment GAP, I have to contact Discovery between 3 and 6 times for them to process my claims to reduce my self payment GAP as they just don't do it. I feel it is dishonest. What about the people that don't check on this!!?? Discovery must be making a fortune with those poor people. I have now sent 5 emails from the 17th of July. My self payment GAP has NOT been adjusted nor has ANYONE at Discovery had the decency to reply to any of my emails. I had to put a complaint on Hellopeter last year as well in order to get my claims processed towards my self payment GAP. I will be waiting for your call. Discovery's service is really deteriorating!