An international travel claim nighmare

I must say I am so so disappointed in how you guys handle your international travel claims. If you are on Discovery and have an emergency outside of the country it's really a mission. Firstly, their partners ER24 couldn't authorize that Discovery will cover my hospitalization. Their reasons were "Because it's a weekend it might take a while to get authorisation". So what did I do, I went ahead and got hospitalized knowing that I will have to settle the bill myself. A few days after I got discharged ER24 calls me asking me if I managed and got treatment. Yeah sure thanks for the courtesy call. But you couldn't help me ER24 and I had to settle the bill myself. And then guess what, ER24 goes and claims from discovery for services rendered. What service did they render? A courtesy call? And now I'm trying to claim a refund for my hospital from Discovery and I'm just been given so many excuses: Documents outstanding (this is after I have sent everything 3 times already), you claim is with the ITD department, we dont know their turn around time, your claim is with the claims department, your reference number had been closed we need to open a new one, funding has been confirmed as available for your claim we are just now waiting to know how much, please call after 2-3 working days, we cant put you through to the international travel department, we dont know who they are, we only communicate with them via email. This is all over a period of plus 6weeks. I'm tired, I'm disappointed. We have had such a good relationship bit I promise you this might just be the straw that will break the camel's back