BAD BAD SERVICES on numerous occasions

I submitted a claim to Discovery nearly a month ago. After we requested authority from DISCOVERY for payment regarding the procedure I must have. We where informed we must make payment our self first to the doctor and then claim it back from Discovery. We have already submitted all the relevant information on two different occasions to DISCOVERY and still have not received any refund from them. Why is it that it is always a struggle to get your refund back from DISCOVERY. When we ask for an approval DISCOVERY always first would say, but why don't you claim it through your day to day benefit, as we have a large amount saved in this account. We do this as we don not use our medical benefit unnecessary. It seem like when you have a large savings account DISCOVERY is reluctant to pay. And even then we must still wait and ask for our money.