Disgusted

I don't think I have been so sick to my stomach with any medical aid like I have with Discovery. My mum was admitted twice in the hospital and for things she has never had before. Fair and well, I get the fact that Discovery needed to appoint investigators due to the policy being less than 6 months old. Discovery comes back to inform me Non-disclosure is not an issue, however can we please get certain information from the doctors tending to my mum. I comply and get a response from one Dr and send that through and await for the second Dr. I even called Discovery to ensure it was received, which I was advised yes. Turn around time will be 7-10 working days. It is now approximately 14 working days and I am receiving letter of demands. I follow up with Discovery who informs me that they need other information. I lost it and asked why was this not communicated with me? If what the dr had sent wasn't sufficient, how am I to know? I am not a medical profession to know these things, we relay on the consultants from Discovery to provide assistance. What is this?