Discovery refuses overseas travel claim

We travelled overseas in February/March 2018 for 2 weeks. Prior to departure we contacted Discovery Health and received confirmation of overseas cover with a reference number. Whilst overseas my wife fell very ill with flu which caused us to seek medical help in an emergency room at a hospital in Switzerland. The hospital staff diagnosed viral flu and gave my wife a prescription which was filled at a nearby pharmacy. The hospital accounts department gave us a receipt listing patient particulars, hospital details, attending doctor and confirmation of our cash payment. Upon submitting this to Discovery, they have rejected the claim because Switzerland produced their documentation in the national language of that country and not the national language of Discovery South Africa. So we are out of pocket for around CHF384 which is around R5,000 Discovery have used various techniques to deny our claim: did not obtain overseas travel permission; need copy of flight tickets, need French documentation from hospital in English [contacted admin at hospital for English receipt - no response] as no Discovery staff in SA understand French; did not complete claim form; our plan is not part of overseas cover [in spite of them confirming we WERE covered]; we now have SIXTEEN Discovery reference numbers from various automated response computers and 4 humans with names and it seems computers and the four people do not speak to each other. What a mess and shocking member treatment. We have provided everything they asked for [except and English receipt!]