Discovery Health won't pay out claims- for no reason!

I am experiencing terrible service from Discovery Medical Aid contact centre agents. I have two claims that were submitted over a week ago and have not been processed. The turnaround to process claims is 2-3 working days. On the 8th of February at around 12:19 I called in after my original claims had not been processed and was advised that they were not captured and would be prioritised and processed within the turnaround. It is now another 3 days later and both claims have still not been processed. There is no follow up from Discovery regarding processing of these claims and every time I speak to an agent (including Zandile (who advised that she would call me back and didnt), Nangamso and Kholeka who incidentally highlighted that her tea break is ending so she cannot assist me any further), they cannot assist in any way, let alone give details about the claims! This is madness- can you get your processes in order, or in the very least, keep your clients abreast of what is happening. I can't be calling in all the time and have agents that don't even know what claim I am talking about when I provide a reference!!