Appalling Service from Discovery Health

My boss broke her ankle on 29 December and app**** for a PMB, which was approved. However, claiming from Discovery has been an absolute nightmare. I have spent approximately three hours on the phone with them since then, with two calls lasting over an hour each. Despite my repeated efforts, payouts are still not being processed, and I am constantly being asked to resend the same documents. If this were an elderly person dealing with the situation, it would be nearly impossible for them to manage the stress. The service from Discovery has been appalling. I spoke with Thembi Ngwenya, who assured me that she would provide an update by 4 February. It is now more than 24 hours later, and I have yet to hear back. My bosses pay nearly R10,000 per month for their medical aid, and this level of service is unacceptable. Please can someone get back to me urgently so we can resolve this matter?