Bad service

I have been diagnosed with cancer. Sent a request oondag 25/3 to be registered as a cancer patient on Discovery. Got a reference number. Phoned today 1/4 to ask why I am not registerd yet as I have to start with treatment ASAP. They knew NOTHING about my request!!!! When I gave the reference number and re-sent the email, they said they cannot understand why my request was not handled???? Their promise was 3-5 days to register me but ‘nothing’ was on their system!!!! I am covered for R200 000 cancer illness. I never miss a monthly payment. They are quick to take your money but when you need them they know ‘nothing’