Customer Service - "A thing of the past"

I joined Discovery Insure, with the effective date of my policy being 01 July 2018. Its been 5 days and I have received nothing but poor or should I say pathetic customer service. I have sent an email with amendments to my policy details, after receiving my policy schedule, with no response, I contacted Discovery and requested a consultant to call me back, which they promised to do but to date I am still awaiting a call. Is it true what the other insurers say when you call them to cancel your existing policy ? Am I making a mistake joining Discovery Insure or is it just inexperienced consultants that I unfortunately have been in contact with ?