Discovery Insure rewards not working

I have loved being part of Discovery for many years and I love the Vitality program. And recently I moved Insure to Discovery so I could get the iPhone benefit. But my car rewards would constantly stop working. Recently it has been broken for weeks. I phone only to be told to email. I email with no result. I phone again and was told it would be fix and would be phoned back to confirm but was not. Was told to schedule online to get it fixed but no link provided and could not find it on the website. I phoned again today and was told because I'm in East London they can not make a date. I asked surely I could should get compensated because its Discovery's device that stopped working but the person could not promise anything and I doubt that anything will happen. I love how Discovery is set up but the service has been very poor with rewards to how they running rewards!