Anglovaal agents rude

So they sent a pma form to my gp to confirm if the diagnosis was preexisting when I joined the medical aid. My problem with discovery or anglovaal is that there is lack of initiative. It's like they don't care. Only to find out that my gp doesn't even know what to fill in because they didn't tell him why I was in hospital and I didn't tell him why I wS in hospital because I didn't know anything about pma form and I only called discovery to see if my authorization status was at so my gp is waiting for my diagnosis, discovery is waiting for my pma form from my gp and I am waiting for the decision like zero communication from discovery as to what needs to happen. We are all waiting whereas the gap can be filled by discovery following up with the doctor explaining what what need to be done. I was told by an agent that I'm being offensive by telling her it's her job to follow up and she told me that at the end of the day it's not her problem. I'm the one who signed the acknowledgement of debt like an entire wow moment. I'm just shook by the behavior. Does discovery only follow up when someone hasn't paid their monthly premiums ?