Discovery Health incompetence

My son broke his wrist during a hockey match. I took him to the emergency room of Paarl Mediclinic. They did what they could and gave us a referral letter to an orthopedic surgeon in Stellenbosch where we live. Many x rays and procedures later, I can't understand why Discovery is refusing to pay any of the service providers as my plan allows for sports injury benefit. I phone and find out a GP needed to have app**** for this benefit. So now we go to a GP ONLY so he can do the paper work. He gets the dates wrong and now the start of the benefit is two weeks after the incident. I phone Discovery and gets told they will change the date. A week later, I phone again and gets told they cant back date. The fact that it IS already back dated, is apparently irrelevant. The fact that it does not correlate with what was said a week ago, is apparently also irrelevant. All of this could off course have been averted, if the specialists, who have been tending to my son, could in fact have app**** for the sports injury benefit.