Discovery Health Claims/ refund

Submitted a claim to " *** on the 8th May, received confirmation of receipt the same day, *** : "Your request will be processed within 2-3 working days." Today is the 24th May and I am still waiting for my payment. Called their call center again and was told that the claim was not uploaded and it should take another 24 to 48 hrs to process. This is totally unacceptable.