Poor knowledge of processes or products

Am finding service deterioration within Discovery Health lately. The information you get lately from the consultants are irregular, contradictory and you get passed from department to department by the consultants, its awful. You get through to the department who SHOULD have knowledge on their products and services but get a "maybe", "possibly", "i'm sure answer". Its just not good enough anymore, they don't know their own rules, regulations, policies and products when you seem to really need the help and guidance. We pay a premium price for our cover, we expect a premium service.