Discovery Medical Aid Special Claims Ongoing Drama

I have submitted Discovery claims four times (on email and using the Discovery portal), twice in December 2019, unaware my savings had depleted for the year. I was informed that the claim needs to be resubmitted in January 2020 when the savings have replenished and to complete and sign a special request form. In January 2020 I submitted the same claims as well as the duly completed and signed special request form, on email and using the Discovery portal, 12 attachments with all the required proofs have been shared with Discovery on all the above-mentioned occasions. I have been informed that the claims "cannot be found" and that I resend these documents for what will be the fifth time. Please bear in mind that every time I start the process and resubmit the attachments Discovery take 3/4 working days to "process" the claim/enquiry. I called Discovery twice today, I held on the phone for 12 minutes and got cut off the first time, the second time I spoke to a helpful consultant for a few minutes, was put on hold and got cut off. PLEASE can someone assist me in resolving this issue today, this is urgent.