Chronic Benefit PMB query 1 week later

We have been members for years with Discovery recently my husband had to go on Chronic medication between myself and the doctors we have sent through all the documents so that he can go on his treatment but it's been over a week now and we are still struggling to get him approved on PMB benefits we call get cut off then when we do speak to someone we get different stories this is still going on and we have not got any feedback from Discovery we pay our premiums on time no issues but to get information when we need it from Discovery we not getting the results