Unbelievably SHOCKING service

Trying to change my mother to main member after by father passed away has been a nightmare. I filled in forms (which took great effort and expense on my part to fill in because my mother lives far away) discovery sent me, and was then told the form is outdated. The process was further complicated by the fact that I had to get my mother's consent to discuss or change anything on the policy. I got this consent and it took further calls to Discovery to sort this out. Every time you are asked for reference numbers because no one knows anything about a form. Finally a consultant phoned after more than a week's struggle to say all is sorted. Then my mom got a letter asking her to confirm the details since she is the main member. Some of the details were wrong, so I phoned Discovery to correct these, only to be told that I don't have consent! This took 30 min. on the phone at my expense to sort out. Also, the claims payment banking details are still my dad's. When I wanted to change this I was told they never received any banking details! I said it's all on the initial form I sent a month ago, and then they couldn't trace that form....