Claim for ambulance declined

In the morning on 22 December the knee was badly swollen, she had severe pain and couldn’t walk at all. I tried to contact Discovery on Whatsup with no success. I then asked the owner of the guest house if she could assist to call Discovery to get guidance on which ambulance we should call and the preferred hospital we should go to. The guest house owner couldn’t make a call to *** and +*** just cut out straight away. I got another number +*** and got trough to a guy at 08h52 and explained the situation to him. He undertook to get hold of the right department and asked them to contact me on my Whatsup number and also gave the guest house owners number. Needless to say, we never had a call back, not at all, never. Eventually I called an ambulance which took her to Mediclinic casualties. I submiited letter to Discovery on 27 December requesting them to investigate the incident. To date I had no reply. Claim for ambulance submitted but deciled stating the specific ambulance provider is excluded.