Claim processing 2 months inadequate feedback!!

I had to pay a medical account cash and was told to just submit the claim to Discovery's claims department. I specifically phoned to find out what information was needed for them to process this, and got ALL the required info, incl. all ICD 10 codes, practice numbers, etc. I submitted this in January 2015. Last week, MARCH 2015, the claim was still not processed and I decided to phone again. They said it wasn't paid because there was no practice number, however the call centre consultant ALSO couldn't understand why, since the practice number was clearly visible. He then \referred"the query again"