Discovery Medical Aid - cannot complain about service as there is none!

I wrote an email to discovery Health on the 01st April 2016 asking if a leg brace for my husband would be covered under our medical Aid. I sent the mail to Compliance at discovery and received a response advising that my query had been forwarded to the correct department within Discovery Health. They advised that one of their consultants would respond by email or would contact me telephonically. On the 7th April a lady phoned but was absolutely clueless - she confirmed that she would come back to me to confirm in writing our discussion by the 11th April 2016 & provide me with full detail of our entitlement. Today still no feedback from Discovery health. I have now sent 3 mails subsequent to this interaction with zero response. Medical Aids are quick to take your money but cannt afford you the decency of responding to a query.