Discovery health claim queries

I have had a claim query for over a month, the communication from discovery is the worst! The agents promise to call you back and then they don't, when you finally get through when calling back the previous agent did not write the query correctly or update, so you start explaining from scratch! Then email communications state they take up to 48 working hours, I'm not even sure they know what that is. They seem to not have a clear work flow for queried claims and have total disregard for the clients.