Claims process is not exceptional at all.

I never thought that I would be writing a bad review about Discovery Health, but I am afraid that I have not found their claims process easy or exceptional at all. In my view it has been very disappointing to say the least. In April 2024 I went for an eye test, and had to get new spectacles. Discovery paid for the spectacles, but I exchanged them within the 7-day warranty period due to an ill-fitting frame. The new frame was more expensive, and so I paid upfront cash for the difference, which was R800. I was informed that I could put in a claim by submitting an invoice and the receipt to their claims adjustments email department. I did this on the 9th of May 2024. The invoice contained all the information that Discovery had requested. I received an email response confirming that Discovery would process the claim within 2-3 working days. I never got any response from Discovery after that date, nor has the claim been settled. I have had to make numerous phone calls to Discovery Health, and all these calls are costly. I have also used their website to interact with an agent on their chat service. I was told by their call centre, that an agent would contact me back, but this never happened. The latest update today is that the the claim is still not resolved and that they have a backlog, and this is despite a high importance being placed on the enquiry and it being escalated. How hard can it be to look at an invoice, and then process a simple claim? Why raise an expectation that this can be processed in 2-3 days, when clearly this is not achievable? The claim reference number is ***. My call to them, reference number: ***. My chat with them online: ***.