Extremely poor service for the elderly

My father has a furnal plan with Clicks under Hollard insurance its has been 4 months he received his clicks card afer numerous attempts. He has eventually received it how ever now to qualify for the benefit off 1000 to 7500 he needed to use his car although it was sent so late. Last week he call to confirm on his points and was told he needed to be registered first on the program. He saw to consultant who said he will send his details for some one to contact him till today no one has contacted him. It's very sad firstly he lost points not receiving his card so long now he has to wait again for a call to register him to receive the points extremely poor service for the elderly