Claim Woes and Chatbot Struggles

So, firstly, I recently visited a specialist who, like many other healthcare specialist practices, require you to pay the consultation fee out of pocket and to claim back from your medical aid. After I settled my bill, I received a quote and submitted my claim via the Discovery website with both the specialist's quote and the receipt/proof of payment attached. Instead of reimbursing me they paid the healthcare professional again, which lead me to try and query this via their WhatsApp chatbot, which to put it lightly is abhorrent. And this is not purely coming from a client's perspective. I am a software developer and the thought of a company as big as Discovery implementing a chatbot like this raises serious questions about their development/software testing practices. I can't post the images here but the gist of the conversation would look something like this:

Discovery: Please select an option from 1 2 or 3. Answer: 3 Discovery: Sorry, didn't catch that

And so, the cycle continues. It places me back into a queue, it asks me if I would like to talk to a live agent, I choose the corresponding number and then the chatbot loses all context of the conversation.