Claims ignored

Our family medical aid is split between 2 plans. I have authorisation to manage both plans. Now I’m told that I cannot submit any claims for my wife’s plan. However she is unable to which is why I am managing both plans. Secondly any claim I’ve submitted from my work email address for any plan may or may not be looked (presumably depending on how the consultant feels). Is it better to submit claims early in the morning or late in the day? I’m now told the email address is tied to the main member. So if I send a claim in with the plan and main member details who I am claiming for but it’s not the email address on your system then it will be rejected. As usual every consultant has a different story. I’ve now been told I should rather not email claims which I’ve been doing for about 10 years but rather fax them. Why are faxes acceptable? And why don’t you link medical professionals’ email addresses to your system? So if I change my email address must I inform you? I work at different companies and my email addresses I have within those companies are different. When I'm at home I have a private email address which I use. This is completely illogical and idiotic. Please will someone tell me what your policy is and tell me which email address is acceptable to Discovery so that I can email every single claim we have had this year.