bad service and incompetenncy

My Husband and I a very frustrated clients. Both my husband and i were tested positive for Covid end May and June. We had blood tests that were done of which we paid the provider cash and later to be re-imbursed by Discovery. My basket of care was activated the second time i had the covid test done whilst my husband had paid cash. We sent through all the relevant docs for his to be activated. Everytime we call Discovery we get told all kinds of stories, first they didn't receive the docs then it was the incorrect documentation that was sent. Why is it that we have to call, hold for hours only to be told its incorrect. This has been going on from beginning July we are now end August. My blood tests were also paid cash by myself of which Discovery has to re-imburse. I get told i should get the money from the provider as the money was paid to them. was it my fault? why didn't Discovery first ask before refunding. i re-sent the documents with the proof of payments. i get told the money will reflect in my account 3 to 5 working days. i make a follow up only to find out that another enquiry needs to be logged. They need to reconcile all the invoices. This is actually not on.

Its such bad service for such a big and well known company. we have just taken out Discovery Insurance and have second thoughts on the service we receiving currently.