claimed not paid after told it was approved

After having to go to hospital overseas for an emergency, I contacted Discovery on 27 December 2017 and submitted all documents requested on the day. On 5 January 2018 received an email saying not all documents were received which is incorrect as I rep**** to the email request on the 27th. Then resubmitted all info on the 5th. I called on 15th January as I had not heard back. Got told by a consultant claim is still be processed, but she would call back within 24 hours. No call back! On February 12th I called to be told by the consultant the claim has not been captured. Then speak to a "senior" consultant who say the claim has been processed, but there is a backlog on international claims. There has never been a backlog on collecting my premiums! Pathetic service, have spend 2 hours trying to get paid what is due to me and have still not been paid.