The "Discovery" approach of online applications

I once was a member of the medical aid and was overseas for a period of time. When I came back and app**** for the medical aid, I needed to provide all of the information again. Which is fair enough. But this is where my trouble started: I app**** online (via E-mail) and was shocked by the service I received. No human interaction at all, just forms send back and forth. I was missing some requirements, and hence more forms were sent, that were not clear on what I was supposed to do with them. The E-mail content also was unclear on what is needed from me. Therefore, I asked for feedback on the application and the same form was sent back to me without any further explanation. I felt so frustrated because I thought I had supp**** everything. A month later, still no step further. If the company offers an online application platform, please make the user journey more pleasant than the rotten back-in-the-2000's type of service I received. I find the products that Discovery offers are great, but there is a bit of ironing out that needs to happen here.