Fundamental decline in benefits & Customer Service

Some big changes to their benefits and rewards program Multiply, which as a whole looks to offer declining benefits and higher hurdles over the coming years. One such reward is the daily health leaderboard, to incentivise regular higher intensity workouts with a promised cash rewards. I was tracking along nicely (at great effort) to receive the top reward, when i was suddenly zero'd in the middle of the month. Heading on a month now and used all the comms channels to resolve this but only get promises of escalations - Phone calls now take 12-15min to get picked up and there is ZERO response on whatsapp & email help channels. This very high hurdle (with problems) and all the other declining value changes that have come through this year forced my hand in getting some other health, life & asset insurance options back on the table. There is a definite pattern of taking value off the table and making it more difficult to achieve what id left is so just note what looks like a good deal now will look very different next year. Heaven forbid i get sick/ injured for a month - whereupon my premiums will shoot through the roof without the discounts. I have no doubt this specific problem will eventually get resolved - but the underlying benefit offering and poor channels of communication is a shift too much for me.