Discovery dropped the ball

I have always held Discovery in such high regard. Their oh so "convenient" app and the call centre that puts most to shame. However I recently didn't experience the great service I have known to expect. Firstly I submitted a claim online. Very convenient right? No! It was not processed because the code was not clear. Meanwhile I have no medical knowledge but I can see the code in clear black and white. I emailed them back and to this day I am awaiting a response. Second I call to confirm a quotation I got from the doctor. The consultant I speak with asks me to read out the codes and confirms amounts I will be covered for each item. I send to my doctor who asks for the information in writing from Discovery. I email them back. They respond a few days later with amounts totally different to what I was told on the phone. Now I have to pay for a portion of the procedure. Had I not asked for it in writing what was going to happen. I emailed back asking for clarity and for confirmation as to why I got differing amounts. It's been almost a week now still no response. This is the number one reason people are getting hospital plans. The moment you start asking medical aids to pay up it becomes a pain