Claim denied for WRONG reasons

I had to see a specialist after seeing a doctor at Garden City Casualty. I called Discovery to find out what the procedures were. I called twice and each time the consultant(different people) gave me different information. I was told that I would have to pay upfront for the specialist and then claim it back from discovery by submitting the statement, proof of payment AND the reference from casualty, which I did but my claim was denied due to the lack of a referal....Um hellooooo I attached the referal. Then I get a bill from my Specialist for receiving NO payment from Discovery for my second visit due to no referal number BUT Discovery sent me the referal number AND the specialist used it!!! Also the trouble I had to go through to get a referal for my 2nd specialist visit because my GP still did not receive the referal forms for 2015... So how discovery expects us to follow procedure if they dont even bother from their side ONLY they would know. I am very disatisfied with this horrible misunderstanding I followed procedure even though it is a MAJOR schlep and then discovery refuses to pay! BOO YOU!