Extreme frustration

Discovery has been quite a nightmare. From partially paying for blood test done during procedures that are required to not processing payments in its entirety. I've recently had an appointment with my Psychologist, which by the way was a recommendation from Discovery due to my current mental health state. I have a PMP approved for 15 sessions. when the psychologist tried claiming for the 3rdsession, the payment was declined this was May 2, 2025 and its currently July 3, 2025. I've contacted Discovery a few times now over the space of at least a month and a half and keep getting the same response, "we'll follow up in 2-3 working days" but i get no information. One of the agents that assisted me on chat confimred the claim would be approved and that it should have been done but nothing was done. I keep needing to follow up with discovery only to go around in this circle again. if you know anything about mental health, you know that even committing to going to see someone is a challenge, so its very discouraging that discovery makes the process so much harder. They receive their payments on time but when it comes to paying out its an issue. How does a doctor's claim have anything to do with IT? This was the most recent information I got. The customer support team isn't rude but I feel they lack the knowledge, urgency and empathy to deal with certain things.