Discovery consent request failure

My mother is currently in a step-down facility after having her hip replaced. Unfortunately she also hit her head when she had the accident that resulted in the broken hip, and subsequently cannot remember any of her passwords. Her ability to access critical information, like her discovery benefits is hampered, and she has completed the consent form that Discovery requires for me to get access to her benefits. I submitted this information on 21 April and have been told that it will be loaded in 3 days. I called them today and there is no record of this document on their system against her membership number. Conveniently I can also not call anyone to confirm what I need to do to make sure that they have received the consent form. I have simply been told to re-submit the form and make sure I get a reference number, which I am unable to do if discovery doesn't receive emails.