Discovery Life - Terrible customer service

Good day

I would like to inform you all about the ways in which Discovery Life has handled my mum's insurance. We have done all the necessary, including the bloods etc. I just received an email with no attachment, just the word declined on the subject line. They didn't have the decency to give me or my mum a courtesy call to advise if it had been declined or not or a proper letter to advise why it had been declined. i'm just assuming its declined because of the subject line. I tried calling them many times, even sent numerous emails to check on the status of the application. No one could help me when i called, that amazes me because i thought Discovery was the best. My mum has an existing policy with Discovery but the payer is a family member. Now her children has grown up and cannot take one. i dont know how this company works, if she already has a policy, why cant we get another one. They dont value their clients in any way. My mum has an existing policy for over 10 years and they refusing to give us even though her children will be the payee. If they have declined it now then why must she have the exiting policy with them, why dont they just decline that as well. At the rate its going i feel like cancelling all the policies with them, including mine. Very disappointing!!!