Useless Call/Claims Centres

Discovery is one of the most expensive Medical Aid's there is and it seems lately, the most useless. Their Call/Claim Centre Agents are absolutely uninformed. When phoning, they can't help and keep transferring you to another Call Centre Agent. After it seems hours, they promise to send information which is just never done. When submitting a claim, they do not read and just do not process the claim. After enquiring, they always have a one-line - non-relevant - answer... Are they overworked? Do they get performance bonuses based on the number of clients they push through the "wors machine" on a daily basis? I wanted my wife to join Discovery, but the Discovery Applications Centre can't even respond to emails. I really expected more from Discovery.