Bad Customer Service

Such bad customer service from Discovery. My son was born in September 2015. Discovery said if he has to go to the NNICU he will be fully covered. Unfortunately he had to. Now we are getting invoice that hasn't been paid. We have spoken to Discovery twice and once they resubmitted the claim, never got feedback and now we are being threatened by lawyers for the money. I phoned discovery and the got authorisation from my Fianc? for me to deal with the queries and the one laboratory had to resubmit the claim. Which as far as I know it's been sorted. But now we received an invoice from Ampath and discovery doesn't want to help. As it's not my fianc? calling. I asked Onke what if she phones and has a nervous breakdown because she is under a lot of stress and discovery isn't sorting this out, he rep**** that I can take her to the hospital then. This is utterly disgusting from their part. if my Fiance gets any personal calls or emails at work she'll get a written warning