Declined claim and no response

I took my niece's son at 20months but had not legally adopted him, despite all the proof I was able to provide that he is 100% dependent on me Discovery refused to include him in my medical aid. I was thus forced to take a stand alone key care plus package for him. He had to do a procedure on the 10/12/2019. Authorization was denied because I had to get their doctor to refer my son to a eurologist and to go to their clinics. The least I expected was for them to reimburse what they would have paid to their facilities but they declined. Not only that they did not even respond to the claims until I had to call them to find out. This medical aid is so expensive I pay over R1000 per month for nothing.