Can someone just give me a straight answer?

My Mom fell and broke her ankle. Hospital side Discovery was great. Since then it's a disaster. She's 80 plus years old, looks after my father who has senile dementia. Surgeon wrote a supporting letter that she needed home care for obvious reasons. I have been submitting claims on her behalf because she has been bedridden. Various Discovery agents have told her: a) no claims received. b) claims sent from my email address will be rejected. c) She should get about R17 000 back d) she's not getting anything back because Discovery won't cover post-op care. I have been trying for over two weeks to get answers from them about what is going on. But initial response was that they can't disclose personal info to me without supporting documentation - they wouldn't even tell me, the person submitting the claims, if they had been received and lodged. And yet an agent has just emailed me a breakdown of payments, then reversals because the payment was made in error, and a claim that she now owes Discovery R***. And this in response to a plea for someone at Discovery to please just phone her and explain what is going on if they won't speak to me, her son. This is not service, this is an insult.