Discovery Health not able to resolve their internal escalated matter in four weeks

My wife was diagnosed with a chronic disease on 1 February 2024 and received a script from the specialist for the required medication that she has to use daily from that day on. The chronic application was filled out and submitted a few days later. Discovery Health has, in one of several telephonic enquiries, confirmed that payment will be made as from the date of the diagnosis and when the script was issued, namely 1 February 2024. Discovery Health has, however, not paid the specialist's first consultation costs of 1 February 2024. I have made numerous follow-up calls, giving the previous reference numbers (of which I have a list by now). Every time I make an enquiry, I have to hold on in access of 30 minutes (causing me to top-up on airtime several times) and am then informed (again) that the matter has been escalated for review. This is what the feedback has been since 17 April 2024. And every time I am promised that it would be resolved in so many hours/days and they would get back to me. Up to today this matter has not been resolved and it is becoming an embarrassment for me to remind Discovery Health of all their so-called commitments in getting this matter resolved and having the specialist paid.