Disgusting Zero Help for a very ill member

The lady who works for us has been a member of Discovery's KeyCare Plus plan for over 11 years. She is desperately ill and has possible stage 4 cancer. I have been trying everyday for nearly a month to get her treatment through Discovery and NOTHING has progressed. She is in extreme pain and has stuff oozing out her body. The only answers I get are from call centre agents that lead me from pillar to post without any resolution what-so-ever! This is inhumane and they should be reported to the authorities. Each department i get sent to contradicts what the other department says and i land up at the starting point once again. All i get from Discovery are useless reference numbers with nothing being done. I have got our broker involved, and his Discovery broker consultant also has to deal with call centres thru emails - once again everything is a total contradiction and we are no further down the line to getting this poor woman the help she desperately needs! What is wrong with this company?? They are meant to be here to help people. She is on medical aid so she can get the private care she deserves and yet she gets treated like an irritating fly. Someone needs to own this query and help her! I have emailed their complaints department, hoping to get some action and there is just silence. This is a company that is here to provide a service to its members which it is clearly not doing. This needs immediate action. It's disgusting