Discovery Customer Care........an oxy*****? Do they care?

I am so sad to have to reverse what I have been saying about the quality of service from Discovery. There is no doubt they do a good job of training their agents. However, prior to R37,000 worth of surgery they confirmed they would pay all but R5,000 of it. Since the surgery they have offered R11,000 and in trying to sort out this discrepancy I have been promised service I have not received, it takes 15 minutes to get to an agent and then I get cut off and despite the fact that they have my cell phone number they do not call back after they cut me off. I have been paying thousands of rands in premiums every month for in the region of 20 years, this is only the second time I have every claimed for in hospital surgery and I am quite frankly astonished by the lack of customer care. It's horrifying how an organisation of this stature and with this much money is behaving.