the worse service received

i have been with discovery for more than 4 years and the service I have received recently is appalling. every time I need to find out something about my cover I have to call them cause the info isn't provided on their website and when I call in I don't get the correct or full information. I spoke to a consultant who wasn't interested and in assisting me. she failed to give me full info regarding my benefit and in turn my claims are being rejected.i even spoke to a manager whom I fail to understand how she is a manager when she doesn't even keep to her word. I have been waiting for her to get back to me since 11/12/2018. I will be taking this up with the Ombud because I truly believe I was treated unfairly and I deserve better treatment as a client.