What client relationship

I have just had the most disturbing encounter with client relationship manager (Micelle) at discovery health. I do not know what relationship she was trying to manage as she came across as not willing to listen but to undermine my understanding my plan. I don't know how she retain clients for discovery with such attitude. She would rather let discovery lose a client who has been loyal to discovery since 2009 without major claims over R1200. I also have a life policy as well as a short term insurance. No wonder why discovery have the most complaints at the Council of Medical Schemes (CSM). Each case has got it's own merits.