IGNORING POTENTIAL CUSTOMERS

I sent an email to Netcare plus customer service centre as indicated in their “contact us” page with a few questions regarding your Netcare plus insurance. Netcare did not bother to answer. Then I read the reviews here and now I understand. What I do not understand is the following: Why does Netcare plus bother to advertise if they ignore potential new customers? I am glad that I have experienced Netcare plus service now before making the mistake of joining them.