Extremely poor service delivery

So I took the time to submit my claim to Discovery only to find out that they don’t handle the Optometry claims and I should contact Iso Leso. This was the first time I ever heard of this company or organisation. According to the brochure, which I have already read numerous times. It says that “we” - and my understanding of the word "we"; would be Discovery and all other parties involved would work together as a "TEAM" to provide a quality service to their customers. I then went on and submitted my claim to Iso Leso and now I have to go back and forth with them sending follow-up emails. First sending the claim, then banking details and now I have to request my script from my Provider!

Firstly, I am the one paying for the service. Secondly, I don't work for Discovery, Iso Leso or the Provider. It is not my responsibility to communicate with all the parties involved in order to claim. I ended up paying for the entire amount and I get the feeling that no-one will be paying me back.