Waiting two years for discovery to pay

Okay, so I have an adopted son who's father passed away while his mother was still pregnant with him and his father took out an educational policy with discovery. We only ever used it once when he was in grade school and have tried claiming again now that his in high school. Its now been 2 years since we logged a claim however all discovery seems to do is ask for documentation. You send the documentation and they ask for it again, and again, and again. All we do is send documentation without anything being done. Two years have passed and still nothing. The agent we have been dealing with is Siyabonga Ndwandwe <***>, who for some reason has us trapped in a maze with no end in sight. We just get automated responses from discovery when emailing him only for him to get back to us and ask for the same documentation again, whats happening to the info we sending?? I am planning to take out policies for my other kids but after this experience with discovery, I will definitely take it elsewhere. Would not recommend using them as getting them do action anything is like getting the ANC to get rid of *******ion. If anyone has any info on how to get discovery to action these types of claims, please let me know and we have given up hope.