Claim not being processed or reimbursed

I submitted a claim to Discovery on 4 January 2018. I submitted it via the app. When I did not see it being processed I submitted again via e-mail on 8 January. I followed up numerous times since then, via e-mail, with no response received till date, besides for telling me my e-mail address is invalid and they wont respond to my queries from that e-mail address, despite it being the same e-mail address I've used with them for the past 2 years. I also phoned 3 times, each time a consultant telling me a different story about why the claim was not being processed and that it will be submitted for priority processing and should be settled within the next 2 - 3 days. It is now 18 January, 2 weeks later, and the claim still has not been reimbursed. I seriously don't know how else to follow up with Discovery.

Shockingly bad service!