Disappointment!!

We have submitted a claim for my dependents dentistry and we have received no feedback from discovery until i give them a call, every time they answer they say that it is unclear. Usually you get a pretty email stating that the claim is unclear... we received nothing!! I am now on call number 4 and each time they blame the doctor and when you call the doctor they have submitted everything which is true because we get cc'd in on every mail to discovery. The fact of the matter is the invoice is clear enough to read all the details as well as all the procedure codes so i am not actually sure why they cant read it surely if you work for discovery you have medical aid so that you can get a pair of glasses in order to read! I cant understand it, i have not had an issue like this with discovery and I've been with the for almost 10 years now and now I'm wondering why am i spending so much money to be part of a medical aid that just does not give a continental about their members. I hear of stories how that don't pay for this and don't pay for that but I've honestly not had that until now and its a week later after i was promised by a call centre agent that she would handle it and get back to me and well nothing... the doctor submitted all documents again, all clear and still i have to call in only to be told that they cant read it can we re submit it. its absolute hog wash. We must just pay and pay and get no service. I would be better off putting my monthly premiums in my savings account to earn interest and just pay every time i need to go to the doctor or hospital than put up with this. I really do not understand this..... Please can someone explain it to me?