Discovery Complaints department non-existent

I have lost all faith in a complaints system that is put into place to voice complaints about the service or lack thereof you receive from an organization. As a medical aid Discovery is supposed to assist its clients in times of need. I have logged a complaint with Discovery regarding the supposed Covid-19 cover that they have and to top it all I also have a policy that my employer activated to assist us in this dark time, but you have to jump through a certain set of hoops in a certain order to actually get the cover after testing Positive, but we did not jump through those hoops so I was told that I am not covered and everything Covid will go off from my day-to-day. I have been told by someone in the know that actually all Covid related consultations, tests etc should by legal act go through the dedicated Covid fund, and NOT from my day-to-day. Now nearly two weeks later I have had no feedback from discovery regarding my complaints and I have also escalated it with no success. Thank you Discovery, job well done in getting back to your clients. Unfortunately due to my employer only using Discovery I have to again pay you at the end of this month for a service that will most probably come with a lovely set of hoops to jump through and no complaints department to answer queries. A very successful business model.