DISCOVERY - Slippery fish

I recently had to undergo shoulder surgery, all okay Discovery were efficient in issuing an authorisation. Post operative rehabilitation required quite a bit of physiotherapy so my physio wrote a motivational letter to Discovery requesting that they pay this. Quite quickly I predictably received a rejection and a request to get a motivation from the doctor/surgeon that did the operation. I obtained this letter and my physio forwarded it and got exactly the same response requesting a letter from the doctor. I have now forwarded the same doctors letter twice, both times with the same response, that they need a doctors letter. Clearly nobody reads these mails. I tried using the Discovery WhatApp portal, no sense there, question too complicated. I have probably used up a whole months airtime waiting on options menus at their call centre and have easily lost 6hrs of my life which I will never get back holding patiently for response. I despair, if you are lucky enough to get an answer from the call centre all they want to do is transfer your call anyway. Clearly they are only commercially motivated and any concerns about heathcare are merely lip service.