Terrible Service from Discovery Health

We're on one of the top medical options with Discovery. This year our Self Payment Gap was more than double that of previous years. I then requested the following from them: "Dear Discovery Health Considering next year's (2024) medical health plan for us (Classic Comprehensive); Please explain how we can manage not to have such an extreme Self Payment Gap as we had this year. Kindly explain: 1. what we should do, and, 2. what we should not do, in very plain and simple terms, please. Thank you in advance for your response."

I received a response that they did not understand my request! UNBELIEVABLE... I then responded accordingly and explained again - but, I have not received a response. It's now almost a month already since the first query! Surely they do not have to wait for the 2024 rates as the management of the SPG should be a standard and simple matter? They should in fact provide this in the rates in a number or a formula if not a specific number - we can then make decisions on the way forward: Adapt or move! Seems Discovery Health do not care?