Poor customer support on replacing financial adviser

I recently switched to Discovery Bank. I am already on Discovery medical aid and also have Vitality. My life insurance and income protection policies still reside outside of DSY, so I thought it would make sense to transfer this to DSY as well. I am also paying more than I would like with the other provider, as I earned rewards through my banking products for having this policy. This made it more affordable. Since I have now switched banks (to DSY) I am no longer earning those rewards, and I am paying much more towards insurance than I'd like. I can, however, not cancel this until DSY helps me with a new policy.

I reached out for DSY help, after which they assigned me to a financial adviser. My experience with the adviser was not ideal, so I decided to request a new adviser. I phoned the call centre, which informed me that I needed to submit a change request letter, signed by myself. I did this more than a week ago and have since been passed around within DSY without any results. While all of this is ongoing, I am still on my old policy with another provider (losing money as I am not earning rewards with them anymore since I switched to DSY Bank)

There is very little customer support regarding most of Discovery's product suites. It seems like the status quo is simply referring the case to another department, which takes 2-5 working days to resolve.