Discovery making it impossible to claim

so week nr 3 still waiting on my claim to be paid out !!! my wife phoned in to submit a claim (we had to pay cash at the Doc and claim back) first they tell her no they cant help her since her e-mail does not show on the medical aid policy - after I phoned in and wanted to submit the claim that consultant tells me no that my wife is on there and they should of helped her but I must give him the e-mails that my wife send - I don't have them so I go back to my wife and tell her to resent the claim as they must help her attached everything just to get a mail back saying there is no attachments (now the problem is completely gone about she not being on the policy somehow ) mailed them again with the information in still to today nothing so here we go with week nr 3 !!!!!!!!!!!!!!! want to finish this year and move to Momentum this is not how a business should work !!!!