Terrible service and lack of urgency and comprehensive information from Selena Reddy

I have a policy with Discovery which is a continuation benefit from the one I had with my employer. I have emailed and since 7 January 2021 there has been no feedback. First email I sent on 31 January only to get a response on 07 January which was not comprehensive at all. I responded and was given a flimsy response referring me to a broker who was added to the email who hasn’t acknowledged any emails a L Sitshinga nor did Selina Reddy who added this ‘broker’ to the email respond to the rest of my queries. I set up this policy by calling Discovery (internal) to help with a continuation of benefit like for like as I was retrenched but wanted to keep the cover. Initially I spoke to a broker who is a discovery broker who had quoted me, however she **** about certain things, like me not having an option to get a policy that doesn’t have an annual increase. I called discovery life to verify this information and they confirmed I can and I got a quote. I am assuming the broker reflecting on my policy is the person that sent me the quote and set up the cover for me. He didn’t say this would affect me having guaranteed insurability, in fact he spoke of how this was his first time dealing with a continuation benefit. I even referred my colleagues to him so that he could help. Lo and behold here I am trying to find out about my benefits and now there are barriers to giving me service. When in my books I have been communicating with Discovery all along. How they work in silos shouldn’t be my problem. When I had the benefit as an employee, if I had a life changing event I could make changes to the plan, free of underwriting. Why I am not afforded this, when I have had cover for 13 years? Discovery health has a place for compliments and complaints on the website, but you don’t, hence I have had to seek 3rd party help to get some joy. I would appreciate being treated fairly with some sort of urgency.