No help from discovery

I am trying to assist my elderly parents with their medical aid which goes up from R2800 to R6800 in January. I can not get ahold of anyone on the phone lines, the offices in Durban, Nandi drive are closed and the agent who signed them up does not work at discovery anymore. It's sad that a giant corporate like discovery takes advantage of their clients by just sending an sms with this new increase and their service to their clients doesn't warrant any increase