Discovery service has dwindled and reaching them telephonically is almost impossible

My 74 year old mother had a very traumatic fall on 01/01/2021 and was hospitalised with multiple fractures. In hospital for 21 days, after CT scans, MRI's and two surgeries, one of which had a significant spinal procedure denied even after the Neurosurgeon motivated, Discovery rep**** on the morning of the surgery with an ultimatum to have a bone density scan performed. The surgeon explained it was impossible to transport her in an ambulance as the he had already informed them she had an unstable fractured vertebrae and it was already a miracle that she hadn't been paralysed. Because of this, she now still has a fracture in her T4 vertebrae causing her considerable pain. The surgeon was only able to repair the fractured T8 vertebrae in the cheapest possible way with *****s and cement, instead of rods. At the follow-up visit to the orthopaedic surgeon, it was necessary to have an x-ray to determine the rate of fusion - this was denied, Discovery advised that all her benefits have been exhausted - she has not been to a doctor outside of the hospital and had no treatment outside the hospital. She was further advised that all of her specialists benefits have been depleted - despite all the consultations being pre and post surgical hospital consults. The waiting at the hospital to have an xray for someone in extreme pain and still waiting 3 days later while Discovery sort themselves out is shocking to say the least. The hour long wait to get through and then multiple phone calls that it took to even get someone to understand that it's impossible for her benefits to be depleted as all was done in hospital and now having to wait 72 hours while a it's escalated. Discovery service is really shocking. You are dealing with critically ill patients, not normal complaints.