empty time wasting promises

Two times i have had simple issues that have taken Discovery insure over a month to resolve. firstly the app was not tracking my trips, secondly they linked my wifes profile to the incorrect passport number. i have spoken to multiple managers who make empty promises to call back, giving timelines that are never adheared to. call centre agents are poorly trained giving answers that make no sense. i asked them why has it taken over month to change the passport number, they answered there are internal procedures, but they will get IT to do it same-day for me, that was last week. i have just spoken to someone now who has fixed half the problem, but now tells me it will be another 3-5 working days to fix.

No apologies or trying to fix this even when the managers know how upset i am. if this is how it takes them to change a passport number im having doubt of what will happen when i have an incident?