No clear complaints platform anymore! Not good business practice. Victim of your own success!

The top graph must be a real concern to Discovery Management, showing the massive increase in bad service from their insurance department. And declining positive feedback on the other side. The same experience I had the last two weeks after my business laptop was ****** from our home during a burglary. What also surprises me, the more "successful" a company gets, the lesser access long supporting customers can get the middle management who really makes the final decisions in the company. Customers get exposed all the time to inexperienced "consultants" who can only answer messages in the most basic ways, not far from a totally inexperienced, bad-programmed answering machine. A classic example of the victim of your own success! To my surprise I found out, after searching for a complaint e mail on the Discovery site, and on my Discovery App, there is no place/tab for an actual complaints anymore? How ironic? The complaint must be sent to ***. Who would have guessed this? Are valued customers now part of maintenance?? Or is this just a way of a company service levels is dropping and who is shying away from complaints which should be a part of good practices of running any good business. I sincerely hope this message will reach the right people in the company. since it appears there is no other way of connecting to them. I am writing this because I was always proud to be part of the Discovery family, but to be honest, my sincerity is busy disappearing rapidly. There is still time for Discovery to rectify this, but normally if a company is on this descending trend without allowing their valid customers to give direct, constructive feedback, there is only one way...... down!