Paying too much for terrible service

Discovery is one of thee most expensive medical schemes in SA, yet the service rendered is the absolute opposite.. absolutely poor! The Call Center almost never gets back to you, even though you are first to call them! I am trying to determine this 2018 Maternity benefit and how it works, as there are specific providers only eligible for this.. However the providers provided by Discovery, seem to have no knowledge of this benefit! How does the patient then figure this out if the providers themselves do not know??? Is there a communication issue?? Does this benefit even exist??