Non-existent client service, not sufficient or accurate feedback

I have had an issue with one of Multiply's products which I have raised with them across various platforms. Not only have they not responded quickly enough, they send me general 'copy and paste' responses which don't even touch on my queries. No one has taken the time to assess my query on a personal level. Multiply has yet again changed their scoring system and it feels beneficial to only them. A couple of years back I was penalised for having high cholesterol (3.8) while I was pregnant and made to pay a higher premium. This year, Im being penalised on my healthy heart score rating and my monthly payouts for have too low cholesterol which is also 3.8! It is unacceptable and no one at that company seems to be too concerned about this!