Discovery - Non-Payment and different stories

Unfortunately yet again I've been having issues with Discovery. After the birth of my son I needed a 6-week check up with my obgyn. I called to ask for authorisation and was told that that was not necessary, as it is part of the Keycare Plus package and included in the payments for the birth etc.

I relayed this to the obgyn and went after exactly 6 weeks from the birth. When the obgyn's financial department submitted the claim it was rejected. I called Discovery and was told this was due to the fact that I didn't get authorisation. When I told them I had called for that exact reason and was told I didn't need authorisation, the call centre agent said she would look into it and get back to me. In the meantime the obgyn called and said that she had contacted Discovery herself - who told her that I had 'forgotten to complete certain documents'.

I called Discovery back to ask what I should still complete and what I need to do and was told that they wouldn't pay because I went to the obgyn AFTER the 6-week time frame. None of this is true! It has now been a few weeks since I should have received a call back and nothing has happened.

It is disappointing that once again all agents are on a different page and cannot seem to assist in order to finalise such a query once and for all.