Disgusting service!!!!

The worst customer service EVER!!! My daughter broke her arm in November and I paid upfront for all the doctors and the emergency room visit, I was told by Discovery that I could apply for a PMB to see if they can cover this, so I got all the paperwork done and submitted it beginning of December. The automated reply said they will contact me within 3-5 working days so I waited. 5 working days came and went so I called in to follow up and I was told that they never got my application and I confirmed the email address with them which was correct so I resent it to the same email address and they confirmed that they got it and they will send it for processing, so another 3-5 working days. Since this I have been calling every 3 days and all I got told was that they are escalating this for me and this adds another 3 working days to my application each time I call in which is ridiculous!!! On 26 January I eventually had enough and asked to speak to a manager who told me that I needed to upload the invoices to the system that’s the hold up, but no one told me this so he said he would short this out on my behalf and he called me back to confirm that he had done it for me and that it would take 3 working days to get a answer for me and he would personally call me back. I waited about 4 working days with no feedback and decided to call back. I had to call the call center and ask for this manger and they told me that this manger is busy at the moment and a message would be given for him to call me back. 2 days went pasted I called again and same story he is busy he will call you back. 3/4 days went by and still no call, I called back and asked to speak to him again and I was told they don’t know who this manager is. So I asked on Monday 5 of February to speak to another manager. I got a lady who said she will handle my case and submit for review again!!! She told me that on Thursday she would call me back, it’s Friday and still no call!! I am furious with their terrible service! Happy to take my money but when you really need them you get the run around!! I don’t have time to sit on hold for 20 minutes to be put through to a call centre and try explain my story 1000 times! I want an answer!!