Discovery claims disasters

What is going so wrong at discovery these days??? Member are held liable for "claim" that should not have been a claim in the first place. They also deny receiving claims for which they have REP**** to with reference number - how can they then not have received it? I am also held liable from my savings account for hospital authorization ( it was authorized from hospital portion!! ) from 5 years ago, of which i was only informed this year. What is happening to a once dependable medical aid?