DISCOVERY will EVADE paying claims!

Pathetic service from Discovery, I have to submit a claim for my son who broke his arm and I have been struggling since January this year, each time I talk to a different agent and each time they give me different processes on how to submit the claim and what supporting documents I need. Each time I need something else, even when I confirmed in writing what I needed the first time, and now all of a sudden I cannot submit the claim via email becuase my email is not registered with you, even though its the mail address I use to LOG ON to YOUR website?? They are refusing to help me.