Disappointing service

I have been experiencing bad service from Discovery Insure lately. I have been with them since the beginning so I'm used to their dazzling service. Sadly, this hasn't been the case lately. Today (24/10/2020), I spoke with a consultant who was having issues retrieving my quote, she promised to call me back in about 15 minutes. I explained the urgency to her as I was picking up the new car in an hour. Thirty minutes later, there was still no call from her. I had to call them again and was eventually assisted by a lady called Nomfudo, she was brilliant and offered exactly the kind of service I'm used to from Discovery.