Customer Service standards have dropped to non-existent

I have always stayed with discovery as a preferred insurer because of their level of service. However this year it seems to have deteriorated and for the 1st time i find myself open to trying other insurers. I logged a claim online on the 11th of Jan. I waited checking for updates even online. got nothing not even a call. a week later i called, held on the line 23 minutes for them to appoint a service provider while i hold. service provider came through the next day and submitted the report. waited another week to get feedback but nothing. Yesterday I called again looking for a 2weeks outstanding feedback report. Agent didn't even know that the report was already sent. They went through the report while i was holding on the line. They rejected the claim but couldn't answer any of of my questions. Lebo who was assisting me told me Aubrey is the one who is responsible for my claim and she will get him to call me back urgently. Agreed and its a day later and still no call. Well now i might receive a call from them because of this review. what a pity... I am seriously open to switching because of the drop in the level of customer care. Discovery you should seriously start looking at your turnaround times and communication with customers because that for me is what used to set you guys apart from others. but now.............little to be desired.