Appalling customer service

I signed up with Discovery insure at the recommendation of 1 of my colleagues. While on the call they promised to give my colleague a gift voucher for the recommendation which never happened. They gave me a really good package so decided to leave my current insurer at the time and move to discovery. I was unhappy about a few things so proceeded to upgrade the package. Now paying way more for insurance than my old package for similar cover. I had a few questions so sent an email requesting someone to assist. The email train grew from me requesting assistance over and over and over. Then after about 2 months of inquiring for assistance I got a call. Very helpful lady promising to call me the next day, that was a month ago. I cannot believe how disgusting their customer service is. Meant to be one of the biggest insurers but couldn’t give a **** about their clientele. They take your money every month without fail but when you have a query well sorry for you. Good luck. I will be switching back to Outsurance. At least they have a **** about my queries. Not to mention much cheaper and always willing to help. Very confused how they have 4 star rating. Have received better customer service from Telkom and Eskom. And that is saying a lot. Thanks for nothing.