Data breaches and pathetic customer care

My wife had a horrible experience with Discovery today. We received confirmation on Thursday, 2 May that she can be admitted for a life changing observation on Wednesday, 8 May, to assist her with her epilepsy with one of the best doctors in SA. The health care provider started the authorization with Discovery on Thursday, 2 May. No response was ever received from Discovery. On Friday, the forms were apparently sent but they were sent to the incorrect health care provider, which amounts to a data breach of my wife's personal information. We were under the impression, from the notification received, this relates to another claim which we submitted a month ago. On Monday, 6 May, there was still no response received from Discovery that the claim is being processed because the wrong doctor received the information. Today, 7 May, my wife contacts Discovery at 09:00 asking why authorization is held up when she found out forms were sent to the wrong doctor. My wife then had 5 subsequent calls where she had to correct the spelling of the doctor's email address, each time being sent to the wrong doctor regardless. On 10th call, it was sent to the correct health care provider, at 5:05 pm. This is absolutely pathetic service, the result of which she will now miss her appointment and will likely need to wait another 6 months for an appointment. I've been paying Discovery for 4 years, only to use their hospital benefit once, and then they messed up big time. Very disappointed.