Forever "escalating" the matter for Discovery Insure Vitality Drive Issue

I hate to do this... but if this can make you take us seriously then so be it. My husband has been querying an issue with my Discovery Insure and Vitality apps for the past TWO MONTHS. He has been very insistent and have been trying to email and phone them multiple times and is always receiving a "we are escalating the matter" type of issue. He has respected the timelines such as the 72 hours turnaround etc but receives no further information. He has reverted to emailing everyday hoping someone takes on our query.... as it feels like nobody values us as clients. Due to this continuous delay in fixing this, we have lost a lot from the Vitality cashback as my profile with my vehicle seems to not upload any data to our joint Discovery dashboard - it is as if my record does not exist with Discovery. I have reached Diamond continuously yet receiving nothing for it since this issue occurred. It is disappointing as we had such a good few months for the first few months we were with Discovery Insure and this lack of communication and lack of urgency to fix is such a let down! I know rewards is nice and at least we are not losing with higher premiums but what's the use of us being a part of Vitality if we cannot benefit from it fully.