New Vitality Drive Structure: Deliberately Withholding Information or Just Poor Communication?

Tried emailing twice about the new Vitality Drive structure and why I was not getting the same percentage rebate as previously. No reply. Eventually got hold of an excellent person on the phone who told me it was because the minimum household insurance threshold amount had been raised. No one before told me this information - and almost seemed reluctant to. It doesn;t appear on the app or anywhere else I can see. It was a simple fix that could have been communicated better to clients - and one which cost me money. I like Discovery and they have always been good, but their coms could be markedly better... unless they are intentionally withholding information?