A very disappointed customer

Personally I love Discovery. I associate this company with efficiency and professionalism, however I am now forced to reconsider given how my cellphone insurance claim was handled. I logged a claim for a cellphone repair in September. Only then did I get informed that there was a missed premium for the period when the screen cracked. I am very disappointed that Discovery did not see it fitting for them to send me some sort of a notification to say Ma'am what's happening? I have never missed a premium as far as I am concerned. I had no reason to assume that they did not debit as there has never been a reason for me to do so. When I questioned the lack of communication regarding the missed premium I was told an SMS was sent to me. I asked to see the SMs, I was then sent a copy of an emila sent to a broker I have never heard of before. When I questioned the issue of this broker and the missing sms. I received an apology with the brokers email address. I then asked if me contacting this unknown broker will reverse the claim rejection, I got no response. Maybe the response is still coming, however this left a very bitter taste in my mouth and considering the amount I am spending at discovery every single month I expected better treatment. I am currently shopping around for a better insurance company that will appreciate my loyalty and treat me well. I will be sending this matter to the ombudsman as I feel this matter could have been handled better.