Chat bot or chat not, what about SLAs?

I am so disappointed by my recent interactions with Discovery. Not Discovery Health specifically but Discovery as whole. Instead of striving for service excellence so that one is organically intrigued to expand their Discovery portfolio to other platforms, instead, Discovery's digital client experience's primary focus is on pushing discovery products onto people. Why would I think of banking or taking out short term insurance with Discovery if the app is slow and laggy, the chat bot prediction is way off, SLA's of 2-3 business days on claim processing is not adhered to (not even close) and I need to call you and listen to a terrible soundtrack for 10 minutes before I can reach a service consultant, who are the only ones able to assist me time after time. And your service consultants are golden, they really are. All the investment into your digital platforms seems wasted. Even just the simple capability of submitting my vitality questionnaire is a frustrating experience, with the website hanging (into infinity) while submitting my assessment questionnaire responses one by one. Why does it seem like the only way to get attention and focus from Discovery is by logging a complaint? I even made the decision to log this complaint on Hellopeter because who knows if an e-mail complaint will even end up in the right place? Seriously disappointed. Discovery used to be recognized as a frontier service provider and used to be known for service excellence but service excellence seems to have been convoluted / deprioritised due to a recent focus on infiltrating other markets and a failed attempt at building a "digital-first empire". Are your UX specialists telling you that clients love having to stare at all their missing Discovery products, when entering the app with a goal in mind of following up on a claim request that is way over SLA? Seems a bit tacky, don't you think? Think about it this way - SLA is a key metric available in your data - you can use that to predict why clients are accessing their apps in the first place and in that way generate a really good user experience thanks to artificial intelligence (the key here is to deploy the right kind of technology that makes sense). Rather leverage portfolio growth from good client experience and ensure that your primary functionality is all working instead of bombarding us with bloated marketing hooks. When I think about what I want from a banking or insurance service provider, I want to know that when I have a novel query or if I need to get hold of important information or dispute or question something, that the service platform will be able to assist. Chat bots aren't great for that and (once again) the technology itself needs to be incorporated in context, not pushed as a Chatbox-for-all agenda so that the investment you made in this sort of platform can start to recouped against a decrease in operational expenditure. ... Anyway ... Please assist me with the enquiry your helpful service consultant logged for me - ***