Bad service received from Discovery Insure

I just spoke to Discovery insure agent by the name of SUSAN - Yoh the agent was very rude, i called to ask for annual review and she said discovery doesn't have such thing where customer calls and request annual review as it is done in October automatically , i tried to explain what i meant that is when she told me Discovery doesn't have . to my suprise the same Discovery its being said doesnt have what am talking about did assist me last week and i even got the discount. she kept me on mute while i was still talking to her and she ended up dropping the call .i had to call back and lukily i spoke to someone who confirmed that the discount was already app**** last week when i called but the problem is last night when i changed the work address the discount was fofeirted hence i was calling. The agent lack customer service and interpreting the information infront of her, i had to ask the second agent if they use different system because wooow. if she was the only agent at discovery i was going to cancel my policy because as customer i expect agent that are fully trained and know how to interpret information on the system and if they don't understand me atleast probe more question so that they can assist customer effeciently. We use our hard earned money to pay premiums and buying airtime and worst when i asked to speak to the Team leader i was told they are all not available to assist me!! how come such a big company fails to have Team leader on the flow to assist customers? Worst the mananger doesnt speak to customers like WHY if supervisors are not available?SUSAN AAH