Discovery Health failure to pay MVA claims

After my previous complaint on 5 Nov 2019, a Discovery representative called me on 7 November 2019 and agreed with my assessment that the Medical Aid should be paying for the claim, as long as certain information is provided by hospital supporting the MVA.

He was then going to send me the indicated information within a day, in order to liaise with the hospital and doctor to provide it to Discovery and facilitate the medical aid claim. The email was also going to state that Discovery will pay as long as all the information is in order, for me to share with the hospital.

I have still not received the email.

This is really unacceptable and putting me in a bad light with the hospital, which is off the view that I am stalling.