Discovery Health dragging their feet

What an incredibly frustrating experience through Discovery South Africa. I sustained partial and full thickness burns to 30% of my body, upon leaving hospital I was advised to apply for the PMB cover for my out of hospital treatment. I submitted my application on 15 Feb, I was told it would take between 3 and 5 working days, it is now 2 March 2022 and I am still no closer to getting and answer from them, even after raising this on their FB page, 12 working days since submitting the application. We have provided pictures, which clearly show how extensive my injuries were, that is not good enough apparently, Discovery the asked for ruler dimensions in the images, unfortunately, I do not possess a time machine to go back in time to ask the surgeon to include ruler dimensions in the images, yet the PMB team is insisting on that. I have consulted both the plastic surgeons who tended to my wounds and they have never heard of this requirement of ruler dimensions, neither has the wound care sister who is tending to my wounds. The application form that Discovery South Africa sent, makes no such mention of the ruler dimensions, nor did the agent I spoke to when inquiring about the application (I was simply told to send pictures of the wounds) This is unacceptable, as has been explained to me (and as outline on their PMB document on their site), any burns greater than 10% of a patients body qualify for PMB, yet here I am still fighting with Discovery to process my application. As stated earlier the images show exactly how extensive my burns were and it is clear that it is to more than 10% of my body. The only feedback I have from them is that they are still accessing my query.