Discovery not coming to the party with PMB

I have app**** for PMB benefits on the 06/08/2021. On the 10/06/2021 they asked me to complete a form which I did and send to the. On the 13/08/2021 they send me an email requesting more detail. The doctor send them more detail. Suddenly the whole application is missing and they send me after two weeks a blank form and ask me to fill in. I have paid out of my pocket so far R7500-00 for the medicine and I must still get another 14 days of the medicine which is going to cost me another R7500. Discovery is not helping and with the reference numbers they just say "Sorry it is lost". Is this how Discovery are now treating their members??