Disappointing customer service

I've been a loyal customer with Discovery Insure for almost 5 years and have always had the pleasure of good service.

However, during the last 6-7 weeks, I've been having an issue with the Discovery Insure app where unverified trips have been recorded sporadically and nobody has been able to help me resolve this. Each time this happens, 20-30 points are deducted from my total driving score for that day which results in me not achieving my weekly driving goal causing me to miss out on weekly rewards and also affecting my monthly driving points which in turn affect my fuel cash back.

I've called Discovery at least 5 times during this period to ask for a solution to this issue and each time I've been told that my issue has been escalated but nobody ever got back to me. I even received written communication on 1 occasion informing me that I would receive feedback within 2-3 days which never happened. They have credited me with the points on the days I've complained about but the issue has still not been sorted out and its quite frustrating to phone them every week to ask why this is happening and how it can be resolved. I've followed all the guidance on app settings and phone batteries being charged whilst driving but none of this has worked and the issue still persists.

For the first time in my dealings with Discovery, I'm experiencing terrible customer service and an inability to resolve an issue which is so disappointing. I also feel I'm being cheated on the rewards programme as points are being unfairly deducted and Discovery themselves can't tell me why.