Unhelpful and Unwilling to Retain a Long-Term Client

I have been a loyal Discovery Life policyholder since 2016. Recently, I received a more competitive quote from another insurer and provided it to Discovery with the hope that they would review my policy and offer a revised, competitive premium to retain my business.

Instead of engaging with my request, Discovery repeatedly responded by telling me to contact a financial advisor, stating that they are "not accredited to provide financial advice" and are "unable to match the quote as the plan is not structured the same."

This response is both unhelpful and frustrating. My current policy has been in place for nearly a decade, and I find it disappointing that a company I have been with for so long is unwilling to work with me directly to find a solution. It seems they are more focused on pushing clients to a third party than on client retention and loyalty.

I would have expected better service and a genuine effort to retain a long-term client. This experience has left me feeling undervalued and has made my decision to switch insurers much easier. I believe Discovery should reassess its approach to client retention and loyalty.