Customer asked to pay cash as medical aid declines to pay

I went to my GP for a visit and with discovery there are 6 free visits on my current plan .however I was asked to pay cash as there was no funds .this was highly embarrassing being sick and now asked to settle an account as there is no funds but im well aware there are 6 visits so I return and call discovery the lady confirmed the six available visits and advised that she is not sure what happened and I have screenshots of the dr trying to claim but this was unsuccessful what is going one discovery in a time like this you inconvenience the client. I had to now submit the claim and I can read all the reviews about that process also being delayed .when I called discovery I spoke to Danae who confirmed the benefit is active so please refund me Horrible service