Hopeless call centre

Up until recently I have never had any issues with discovery, I called in about 2 months ago to get Pre-authorisations for my hospital stay for the birth of my second child. Everytime I called in, I experienced the friendliest service and I was always assisted to the best of the agents ability. Helpful and informative. Up until lastweek Thursday, firstly there is no direct number to speak to an agent. I had to dial 4 different number's and wait for numerous options just to go through to an agent. When I did eventually speak to someone, the lady was rude and made it seem as if I was wasting her time. I was shocked and appalled, I never knew this is how discovery runs their call centre. Rude, unhelpful and extremely unprofessional. What changed?